Complaints Policy
This Complaints Policy applies to all of the products and services provided by Digital Moneybox Limited (“Moneybox”, “we” or “us”). If you use Moneybox Mortgages for our mortgage advisory services, the Moneybox Mortgages Your Rights will apply.
Our promise
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 , please contact us through the Moneybox app (seven days a week, 9am – 5:30pm) or by one of the following methods:
Email : support@moneyboxapp.com (any time)
Post ✉️: Support Team, Moneybox, 1-2 Hatfields, London SE1 9PG
Telephone ☎️: 0330 808 1866 (Monday – Friday, 9:30am – 5pm)
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 send you our final response letter (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.
We aim to respond to complaints within three business days. If we can’t investigate and assess your complaint within three business days, we will acknowledge receipt and keep you informed of our progress.
Once we have completed our assessment and reached a decision we will send you this in a final response, which 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 (or to the Pensions Ombudsman if the complaint relates to your Moneybox Pension), free of charge.
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 unhappy with our final response, you can refer your complaint to the FOS.
Keep an eye on your timings 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:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
☎️ 0800 023 4567
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
The Pensions Ombudsman
If the complaint is in relation to your Moneybox Pension, you can contact the Pensions Ombudsman at the following address:
The Pensions Ombudsman, 10 South Colonnade, Canary Wharf, London E14 4PU
☎️ 0800 917 4487
enquiries@pensions-ombudsman.org.uk
www.pensions-ombudsman.org.uk
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