Complaints Procedure

Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.

How to contact us

Post – Money Simply Matters LTD Suite 222, Warth Business Park Warth Road Bury Lancs BL9 9NB

Telephone – 0161 765 3380

Email – support@moneysm.co.uk

Acknowledging your complaint

Complaints may be made in writing, by e-mail, by telephone or any other method, in respect of a service that we have provided to you.

  • We will try to resolve your complaint immediately and if you are satisfied with our action within three days we will send you a summary of our communication with you informing you that the complaint is settled satisfactorily.
  • If we are unable to satisfy your complaint within 3 days we will send you a written or electronic acknowledgement of your complaint within 5 business days of original receipt, identifying the person who will be handling your complaint.

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.

Within EIGHT WEEKS of receiving a complaint we will send you either:

  • A) Final response which adequately addresses the complaint; or
  • B) A response which: (i) 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 (ii) informs you that you may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.

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, which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0300 123 9 123 – Calls to this number cost no more than calls to 01 and 02 numbers.

Email: complaint.info@financial-ombudsman.org.uk

HTTP://www.financial-ombudsman.org.uk/default.htm

Please note – If you choose to write to the Financial Ombudsman Service to express your dissatisfaction with how we handled your complaint, you must do so within 6 months of the date of our final response letter.