We welcome feedback and the opportunity to put things right
We aim to provide a high standard of service however we understand that there are times when our customers may be unhappy.
In such cases we would welcome feedback and the opportunity to put things right. We aim to ensure that all complaints are handled and resolved as quickly as possible and to the complete satisfaction of our customers.
Making a complaint
You can make a complaint to us in a number of ways:
- By telephoning 0161 429 1681
- By emailing firstname.lastname@example.org
- By writing to Complaints Manager, Money Hotshot, Manchester Business Park, 3000 Aviator Way, Manchester, M22 5TG.
Please provide us with as much information as possible so that we can understand and investigate your complaint efficiently. This information should include:
- Your full name and address and a daytime contact telephone number;
- Full details of your complaint;
- Your account details;
- Details of what you would like us to do to put things right;
- Photocopies of any relevant paperwork.
How we will deal with your complaint
We will endeavour to resolve your complaint straight away however this might not always be possible. In that event we will send you a written or electronic acknowledgement of your complaint within 5 business days of receipt; this will identify the person who will be dealing with your complaint. If possible, this will not be the person directly involved in this matter or any person who may be the subject of your complaint. The person who will deal with your complaint will have the authority to settle your complaint.
Within four weeks of receiving your complaint, we will provide you with a final response that adequately addresses your complaint or confirm to you that we are not yet in a position to resolve your complaint and indicate when we will contact you further regarding this matter.
Within eight weeks of receiving your complaint, we will endeavour to provide you with a Final Response Letter. If however we are not in a position to do so we will write to you explaining why we are still unable to give a final response, giving the reasons for the delay, indicating when you should expect to receive a final response and providing details of your right to refer your complaint to the Financial Ombudsman Service, if you are dissatisfied with the delay.
Financial Ombudsman Service
If after complaining to ourselves and receiving our Final Response Letter you are still not satisfied, then you can refer the complaint to Financial Ombudsman Service for further advice and guidance – this must be done within 6 months of your receipt of our Final Response Letter.
You can contact the Financial Ombudsman Service as follows:
In writing: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 020 7964 1400