Our vision is to provide the best advice whilst diversifying the MoneyPlus brand and Consumer offering. We handle all complaints fairly in accordance with Financial Conduct Authority regulations. We have outlined our complaints procedure below.
As complaints can often be as a result of a misunderstanding we’ve found giving information can sometimes resolve the complaint.
We would like the opportunity to discuss the reason for your complaint with you. If we are unable to resolve your expression of dissatisfaction and provide a response to you by the close of business on the 3rd working day, we will contact you within 5 working days to explain how your complaint will be handled.
We will then conduct an objective review of your complaint and provide you with a written response within eight weeks, detailing the findings of our investigation.
If you live in England, Scotland or Wales
If your complaint relates to an IVA in England or Wales or a Trust Deed in Scotland and you remain dissatisfied with our final response then you can contact the Insolvency Complaints Gateway which is operated by the Insolvency Service. They will record your complaint and forward it onto the relevant regulator.
If you live in Northern Ireland
If your complaint relates to an IVA in Northern Ireland and you remain dissatisfied with our final response then you can contact the Insolvency Gateway.
Each customer also has the right to make their complaint to the Financial Ombudsman Service within 6 months of the final response. They can consider complaints about a wide range of financial matters. They are completely impartial and their service is free to consumers.
They aim to resolve the majority of complaints within 6 to 9 months. A customer does not have to accept any decision they make, they are always free to go to court instead. But if they accept an ombudsman’s decision, it is binding on both them and the business concerned.
However, for IVAs and Trust Deeds they can only investigate where your claim relates to the initial advice provided, they cannot investigate complaints relating to the set up or administration of your IVA or Trust Deed. These should be directed to Insolvency Complaints Gateway as detailed in Step 2.