LAST REVISED: 15/02/2016
At The Money Hub Ltd, each of our customers is important to us, we believe you have the right to a fair, swift and courteous service at all times. We will do our utmost to provide you with the highest level of service and customer care at all times, however, we are fully aware that at times, things can go wrong and we may fail to meet your expectations. Our complaints procedure allows us to deal with complaints fairly, effectively, consistently and most of all promptly. Our process has been designed with the requirements of the Financial Conduct Authority.
If we are unable to resolve the matter on the same day or by close of business the following day after your complaint has been logged, we will follow the process detailed below:
The Money Hub Complaints Procedure
1) On receipt of the complaint, be it by telephone, email, letter or by fax, an independent party within the company will look at the matters raised and we will acknowledge your complaint within 5 working days from receipt of your complaint.
2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt. If we are unable to provide you with a final response within this time we will send you an update.
3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
Tel: 0845 080 1800
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.