Complaint Handling Procedure

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What to do if you have a complaint

If you have any complaint about the services provided by Money Expert you should contact the Complaints Manager, Money Expert, Huxley House, Weyside Park, Catteshall Lane, Godalming, GU7 1XE, Email: [email protected], or telephone
01483 412 900 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 seek to resolve your complaint with you within 3 working days of receiving it. If we are able to achieve this we will write to you confirming you have made a complaint which we understand is now resolved and provide you with contact details for the Financial Ombudsman Service should you need it in the future.

If we are unable to resolve your complaint with you within the 3 working days we will acknowledge your complaint in writing within 5 working days of it being received .
We are then permitted up to 8 weeks to investigate and we will then issue you with a final response letter explaining the reasons for our decision and your next steps. 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.

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.

If we have not resolved your complaint within eight weeks from the date of receipt, we will write to inform you of the situation and explain the reason for the delay, enclosing the booklet “Your Complaint and the Ombudsman”. We will also inform you when we expect to issue our final response letter and that you may refer the matter to the Financial Ombudsman Service if you are not satisfied with the progress of our investigation.

Reaching our decision

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.

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?

If you disagree with the view we set out about your case, you should refer back to us in the first instance. We will then consider your comments and advise you whether or not they alter our original conclusion. Should you still 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:

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.