How do I make a complaint?
We aim to give award winning levels of customer service and to provide a top class product, if that's not what you are receiving then we want to hear about it, so please get in touch with us here and we will come back to you.
Complaints Handling Process
- If you want to make a complaint about the Loan Contract or The Money Platform you can email email@example.com with brief details of your complaint and your account reference. The Money Platform will acknowledge your complaint within two business days. The Money Platform will then investigate and ask you for more information. We will aim to settle the complaint as quickly as possible but if it cannot be settled then a response letter will be sent out in 8 weeks.
- Complaints that cannot be settled within eight weeks of the date of complaint may ultimately be referred to the Financial Ombudsman Service. You also have the right to make a complaint directly to the Financial Ombudsman Service.