Complaints
Policy
Money Matters is a professional, ethical company who works
tirelessly to ensure that we provide our clients with a quality service.
If however, you are not satisfied with any aspect of the service we provide,
we will deal with your complaint to the best of our ability and make every
attempt to resolve your concerns within a maximum period of 28 days. We
are committed to resolving your complaint fairly and quickly. In most
cases this can be done if you contact us as soon as possible. We will
try to resolve your complaint by listening to your concerns and agreeing
a solution with you.
In the first instance we would ask that you write to The Customer Services
Manager detailing your concerns and who can be contacted at the following
address:
The Customer Service Manager
Money Matters
Cornwallis House
Howard Chase
Basildon SS14 3BB
When you contact us, please provide full details of your complaint and
what you would like us to do to resolve matters.
We aim to solve your concern straight
away. However, if we have not been able to resolve your complaint within
one week, we will write to tell you:
• Why we have not yet resolved your complaint.
• Who is dealing with your complaint.
• When we will contact you again.
We will contact you on a regular basis until your complaint has been resolved
or we feel we are unable to proceed further
If your complaint is particularly complicated, it may take longer to resolve.
If, together, we cannot reach an agreement by the end of eight weeks,
we will send you a letter giving our reasons for the delay and an indication
of when we expect to provide a resolution. You will also receive a leaflet
explaining your referral rights to the Financial Ombudsman Service. We
aim to resolve your complaint as quickly as possible and to your complete
satisfaction.
If you're not satisfied with our action or explanation, our Customer Services
Manager will be happy to discuss your concerns further. If their investigation
is likely to take longer, they will continue to keep you fully informed
of their progress.
If we have exhausted every option and still cannot reach agreement
If we can't reach agreement with you, our Customer Services Manager will
send you a 'final response' letter. This letter will clearly sets out
our position in relation to your complaint, however if you are not satisfied
with our suggested resolution, or if eight weeks have passed since you
first brought your complaint to our attention, you have the right to refer
your complaint to the Financial Ombudsman Service.
If you want the Financial Ombudsman Service
to look into your complaint, you must contact them within six months of
the date of any final response issued.
About the Financial Ombudsman Service
The Financial Ombudsman Service offers a free independent service and
they can help with most financial complaints. However, there are some
limitations on what the Financial Ombudsman Service can look into, and
further information about this can be obtained from them at:
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
