Complaints Policy

We're sorry you've have been dissatisfied with our service. Our aim is to provide you with the highest level of service. However, if there are any occasions on which our service did not meet your expectations, please do not hesitate to contact us.

This document sets out how we respond to your complaints about our services and products.

How to Complain

We accept complaints via a number of means and will deal with your complaint as efficiently as we can. You can send your complaint by either writing to us at the team@mobilequid.com or send your complaint to the below address: 8 St. John Street Chester CH1 1DA

Handling Your Complaint

We aim our best to resolve your complaint by the end of the next business day after the day we receive it (excluding weekends). If we cannot resolve it by end of the next business day, we shall send you an acknowledgement within 5 working days of receiving your complaint.

We aim to resolve all complaints within eight weeks. After investigating your complaint, we will send you a final writing response and advise you whether we have upheld the complaint or not.

Where we have upheld your complaint, we shall highlight to you how we will resolve your dissatisfaction. If you agree to the resolution, then we will consider the complaint closed. If we did not uphold your complaint, then we shall advise you accordingly of the reason and how we reached this outcome.

If you are dissatisfied with the outcome of the complaint, then you can escalate your dissatisfaction to the Financial Ombudsman Services (FOS). The details of the FOS are available below.

Where we cannot resolve your complaint within the prescribed eight weeks, we shall advise when we shall be able to resolve the complaint and provide you with a copy of the FOS explanatory leaflet which will provide you with enough information, should you want to refer your dissatisfaction to the FOS directly. We will write to you again once we have completed our investigation and advise you of the outcome.

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 1800 or 0300 123 9123*

Email:complaint.info@financial-ombudsman.org.uk

*Calls charged at no more than 5p per minute for BT customers (other networks may vary).

In the event you want to refer the matter to the FOS, you should do within six months of receiving our final response.

Revup Media is incorporated in the United Kingdom. It is authorised and regulated by the Financial Conduct Authority (FCA) for Consumer Credit Activities with Interim Permission Number 635748.

FCA Consumer Helpline: 0800 111 6768 (Freephone)
Email: firm.queries@fca.org.uk
Website: http://www.fca.org.uk

I find MobileQuid convenient and easy to deal with...- Debbie from London - Read more
Signed up with my mobile and took £100 out of the wall shortly after...- Mark from Gosport - Read more

Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk.

MobileQuid is not a lender but is a licensed credit brokerage business.