You do not need to use the services of a Claims Management Company like Money Management Team. You can contact the lender directly for free and if they are no longer trading, you can contact the Financial Services Compensation Scheme providing it falls within their remit. The Financial Ombudsman Service can be contacted free of charge, if you have approached your lender first and wish for them to review your case. You also have the right to seek further advice from other legal firms or consumer organisations, subject to any time limits within which a claim must be made

MONEY MANAGEMENT TEAM'S

Complaints Procedure

We want you to be happy with the service provided, and our aim is to provide an excellent service to all of our customers, but we recognise that things can occasionally go wrong. We take all complaints seriously and aim to resolve them swiftly.


How to make a complaint

Complaints may be made via telephone to 01925 552 923 or 0800 103 2615 via email to [email protected] OR; in writing to the below address, in respect of a service that we have provided or failed to provide under the Compensation Act 2006.

Money Management Team Ltd - Complaints Team
Ribban Court
20 Dallam Lane
Warrington
Cheshire
WA2 7NG

Procedure

If your complaint is resolved by the close of business 3 working days following receipt, you will receive confirmation of this along with your rights for further escalation should you subsequently remain dissatisfied.

If your complaint is not resolved within the above timeframe the following process will be followed

  1. Money Management Team will send you written or electronic acknowledgement of a complaint within five business days of the receipt of the complaint, identifying the person who will be handling the complaint. This will include a copy of our internal complaint procedure.
    Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint.
  2. Within four weeks of receiving the complaint, we will send you either:

    A final response adequately addressing your complaint points; or

    A holding response, which explains that we are not yet in a position to provide you with a final response. It will also give you an indication of when you should expect to receive your final response.

  3. Within eight weeks of receiving the complaint, we will send you either:

    A final response adequately addressing your complaint points; or

    A response which explains why we are still not in a position to provide a final response; this will give you reasons for the further delay and will give you a further date when to expect a response. At this stage the letter will advise that you may refer your complaint to the Claims Management Ombudsman if you are dissatisfied with the delay.

  4. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible, and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.
  5. The Claims Management Ombudsman (CMO) can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Claims Management Ombudsman this must be done within six months of our final response to your complaint.
  6. If you are not satisfied with our final response, or if a complaint is not resolved after eight weeks, you may refer your complaint to:

Claims Management Ombudsman

You have 6 months to approach the Claims Management Ombudsman from the date of our Final Response, or if your complaint is not resolved after 8 weeks.

Claims Management Ombudsman
Exchange Tower
Harbour Exchange
London
E14 9SR

Website: https://cmc.financial-ombudsman.org.uk/

Tel: 0800 023 4567 - calls to this number are now free on mobile phones and landlines

Complaining about how your Personal Data is used

In the event that you wish to make a complaint about how your personal data is being processed by Money Management Team Ltd or third parties, or how your complaint has been handled, you have the right to lodge a complaint directly with the supervisory authority and Money Management Team Ltd’s data protection representatives.

How to complain

Telephone: 0800 103 2631

Email: [email protected]

By Post:

Data Protection Office
Money Management Team – Complaints Team
Ribban Court,
20 Dallam Lane,
Warrington,
Cheshire
WA2 7NG

Complaints will be resolved within one month and appeals on the handling of complaints will be resolved within one month.

Your referral rights:

By Post:

Information Commissioner
Information Commissioners Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113