MoneyPlus Group prides itself in providing clients with a high standard of service as a result we have a rigorous process in place to ensure complaints are investigated thoroughly and responded to promptly. Our Complaints Department reviews each complaint individually and fairly in accordance with the regulation set in place by The Financial Conduct Authority. We have outlined our Complaint Procedure below
As complaints can often be as a result of a misunderstanding or confusion, we’ve found providing clarification or additional information can sometimes resolve the complaint.
As a result we would like the opportunity to discuss the reason for your complaint with you, to see if we can resolve this quickly and amicably. If we are unable to resolve your complaint and provide a response to you within 3 working days, following the date of receipt, your complaint will be passed to our Complaints Department.
The Complaints Department will then acknowledge your complaint within 5 working days and conduct an objective review of your concerns, before providing you with a written response within eight weeks, detailing the findings of our investigation.
Once we have issued our final response to your complaint, you do have the right to escalate your complaint if you are not happy with the outcome.
You do have the right to escalate your complaint to The Financial Ombudsman Service free of charge; you must do this within 6 months from receiving our final response. They will complete a review of the information and assess whether the outcome to your complaint was the correct outcome based on the evidence they are presented with.