Complaints PolicyLast Reviewed: June 20, 2024
At Bright Lend, providing an exceptional customer experience is our top priority. If you are dissatisfied with any of our services, please follow our complaints procedure below. If your complaint is about your lender, please contact the lender directly.
How to File a Complaint
To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time. Our complaints contact details are:
• Telephone: 01202 286500 • Email: complaints@quickcarfinance.co.uk • Address: Automotive Online Ltd, 18 Albert Rd, Bournemouth BH1 1BZ
Response Time
Upon receipt of your complaint, we will do our best to resolve it by the end of the next business day. If we are unable to do so, we will send you a prompt written acknowledgment of your complaint within two (2) working days, informing you who is handling it and providing you with a copy of our complaints handling procedure.
The complaint process might require an internal or external investigation, which may result in a longer resolution time. If we need to investigate your complaint further, we will keep you regularly updated. While we strive to resolve all complaints promptly, some complex complaints may require comprehensive investigation. We aim to send our final response within a maximum of eight weeks of receiving your complaint.
Financial Ombudsman Service
If you are unhappy with our response to your complaint, you may contact the Financial Ombudsman Service (FOS) for their consideration. Please contact the FOS within six (6) months of receiving our final response.
• Website: Financial Ombudsman Service • Complaint Form: Complete a complaint form • Email: complaintinfo@financial-ombudsman.org.uk •
Telephone: • 0800 023 4567 (calls to this number are free on mobile phones and landlines) • 0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)
Note: Ensure you are contacting the FOS concerning the correct party. We are a brokerage service, not a lender. We do not make credit decisions, issue loans, or engage in collection activity. Contact us if you have questions about the identity of your lender.
Financial Conduct Authority
If you would like to make a complaint to our regulatory body, please use the details below:
• Telephone: • 0800 111 6768 (freephone) • 0300 500 8082
