Money Help is committed to providing products and services of the highest standards. That's why we really value your feedback. Letting us know when you are not happy with our service gives us the opportunity to put matters right for you and improve our services for everybody.

We will always do our best to respond as quickly as possible. In each case, we will listen to you and put matters right if we can.

Our complaints process

Please follow our complaints procedure to help us resolve your complaint as quickly as possible.

Giving us details of your complaint

If you want to complain, please provide the following details.

• Your name and address
• Your Money Help reference number if any
• Your daytime phone number
• A clear description of your complaint or concerns
• Details of how you would like us to rectify the situation

What we will do
We will do our best to sort out your complaint immediately. Sometimes it may take longer to fully investigate. If this happens we will do the following.

• Your complaint will be acknowledged in writing within 5 working days of receipt.
• Keep you updated with our progress.
• We aim to resolve complaints within 4 weeks. If we are not able to do so, we will always write to you and explain why, and estimate a time for a full response, usually within 8 weeks.
• Once we have conducted our investigations, will send you a final response letter within eight weeks.

Contacting Us

Post:

Managing Director
Money Help
6 Freeman Street
Grimsby
DN32 7AA

Phone: 0871 309 8455

Email: info@moneyhelp.eu   - subject mark confidential

If you e-mail us, we usually reply to you by e-mail. However, if we need to refer to confidential information or enclose copies of important documents, we may contact you by post instead.

What to do if you are dissatisfied with our response

If you still remain dissatisfied with our final response or eight weeks have passed since you first let us know about your concerns, you can ask Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service provides a free independent service for customers to solve disputes with financial firms.
The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

How to contact the Financial Ombudsman Service
Post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone:               0845 080 1800        
Website: www.financial-obudsman.org.uk