Complaints

Download Complaints Procedure PDF

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 complain

Complaints may be made via telephone to 01925 552 923 or 0800 103 2615 via email to complaints@moneymt.co.uk 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 – 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. We will send you a written or electronic acknowledgement of a complaint, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint, including the offering of redress where appropriate. We will also enclose a copy of our internal complaint procedure
  2. Within four weeks of receiving a complaint, we will send you either:
    • a final response adequately addressing the complaint; or
    • a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
  3. Within eight weeks of receiving a complaint, we will send you either:
    • a final response adequately addressing the complaint; or
    • a response which: explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and informs you that you may refer the handling of the complaint to the Legal Ombudsman for PPI complaints or Financial Ombudsman for Debt Management complaints 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. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG
Tel: 0300 555 0333
Email: cmc@legalombudsman.org.uk
Visit: www.legalombudsman.org.uk/cmc