Complaints Procedure

QuickFile endeavor to provide a high quality service at all times. We take complaints seriously and welcome any constructive feedback on the service we provide. If you are unhappy about the level of service you have received and you believe we could be doing better, we encourage you to contact us by following the procedure below.

How do I make a complaint?

You can submit complaints in writing via email or letter.

By Email:
complaints@quickfile.co.uk

By Post:
Quick File Ltd
219 Kensington High Street
London
W8 6BD

Our complaints handling team will receive the complaint and send an acknowledgement of receipt within 24 hours.

Please provide as much detail as you can and reference any previous correspondence related to the complaint. This will make it easier for us to process your complaint as quickly as possible.

How will your complaint be handled?

Within 24 hours of your complaint being logged, we will respond with a confirmation of receipt.

• Your complaint will be investigated immediately and where necessary escalated to the management of the company. We endeavor to keep you up to date on the progress of your complaint.

• We will provide a final written response within 14 business days from receipt of the complaint. In exceptional circumstances beyond our control we may increase this to 32 business days, if this is the case you will be notified accordingly.

If you haven’t received a final response in the agreed time frame, or you are dissatisfied with the final response you have received, you can write to:

Financial Ombudsman Service (FOS)
Exchange Tower
Harbour Exchange Square
London
E14 9SR

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.