Complaint Handling Procedure

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If you are unhappy about the service we have provided

Naturally, we hope you’ll be happy with the service we provide. However, we know that – as in any organisation – things can sometimes go wrong. If you are unhappy with the service we have provided – for example, if you think we have treated you rudely or unfairly, failed to explain things properly, or caused delays, then let us know. We take complaints about our service very seriously. If we get things wrong – it’s important that you tell us so we can try to put matters right. This also helps us to improve our service in the future.

What to do if you have a complaint

If you have any complaint about the services provided by Money Expert Limited you should contact the Complaints Manager, Moneyexpert Limited, Huxley House, Weyside Park, Catteshall Lane, Godalming, GU7 1XE or telephone 01483 412 930, giving as much information as possible about the nature of your complaint.

What to expect from us when we deal with your complaint

We will acknowledge your complaint within five business days of it being received, unless it can be resolved by the close of business the next day. If we have not resolved your complaint within eight weeks we will write to you explaining the reasons why, and indicate when we expect to resolve your complaint. In all our contact with you, we aim to treat you fairly, politely and professionally. To help with staff training we may monitor or record telephone calls.

At the conclusion of our investigations, we will provide you with a final response letter, which will clearly explain the outcome of our investigation and details of any settlement, which we may consider to be appropriate, or, alternatively, the reasons for declining to offer a settlement.

Handling your case

We will keep in touch with you regularly while we are looking into your case. We will tell you how things are progressing and what you need to do next. You will always know the name of the person handling your case and you can contact them directly with any questions. We aim to resolve all our cases as quickly as possible (usually within eight weeks from when it is referred to us), although in a few exceptional cases, our investigations may take longer, particularly if we need to make wide ranging enquiries. In some situations we may ask you for further information to assist with our consideration of your case and your prompt attention to these matters would be gratefully appreciated.

Reaching our decision

We will also enclose the leaflet “Your Complaint and the Ombudsman” and inform you that you may refer the matter to the Financial Ombudsman Service if you are not satisfied with the outcome of our investigation and that you must do so within six months of the date of issue of our final response letter notwithstanding that there may have been further correspondence between us.

What happens if you disagree with our conclusions?

Should you not consider the outcome of this investigation to be fair or reasonable you can refer the matter to the Financial Ombudsman Service. Correspondence should be addressed to the Ombudsman at:- Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone number, 0845 080 1800 E-mail : enquiries@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk