Summary Complaints Handling Leaflet
At Moneybox, we work hard to make sure you never have cause to complain about our products or services or how we look after you.
Unfortunately, we don’t always get things right the first time around. We see our mistakes as a chance to put things right with you and as an opportunity to learn and improve for the future.
We take all complaints very seriously and our promise to you is that we will investigate and deal with your complaint promptly and fairly.
Making a complaint
If you would like to make a complaint to us, please either:
- email us at firstname.lastname@example.org (any time);
- send us an in-App chat message (Monday-Friday, 9am – 5:30pm);
- phone us on 0330 808 1866 (Monday-Friday, 9am – 5:30pm); or
- send us some snail mail (any time) to:Customer Delight Lead, Digital Moneybox Limited, Suite 1.07, 1-2 Hatfields, London SE1 9PG
It’s usually best to include the heading ‘Complaint’ if possible, so that it’s picked up immediately.
How we handle complaints
Once we receive your complaint, we will promptly acknowledge it so you know that we are on the case!
We have a maximum time limit of eight weeks to resolve your complaint (or 15 business days when in relation to our payment services activities), however we will work hard to investigate and assess your complaint as soon as possible.
Where we are able to resolve your complaint within 3 business days, we will write to you again, summarising the resolution and letting you know what you can do if you are unhappy with the outcome.
If we can’t investigate and assess your complaint within 3 business days, we will keep you informed of our progress.
Once we have completed our assessment and reached a decision we will send you this in our final response and will include the full reasons for our decision. If you are not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service (the FOS)
The Financial Ombudsman Service (or, the FOS), is an independent organisation that resolves disputes between customers (like you) and financial services firms (like us). So, if we were unable to resolve your complaint within eight weeks or if you’re not happy with our final response, you can refer your complaint to the FOS.
Keep an eye on your timing though, as you only have six months from the date you receive our final response to be eligible to refer your complaint to the FOS.
The FOS has produced a useful information leaflet which you can access here (http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).
For further information, you can contact the FOS as follow:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0300 123 9123
If you’re happy, we’re happy!