The principle assigned to deal with complaints is:
Catherine Varney – Complaints Manager, Money Advisor Ltd, 3rd Floor, Churchgate House, Churchgate, Bolton, BL1 1HL
Tel No: 0161 804 9999
Company Registration No: 08901754
Step-by-step complaints procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.
When that happens we want you to tell us what went wrong so we can put matters right.
We want to:
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In writing – write to us at the address shown and address your letter to The Customer Complaint Manager.
By telephone – call us on 0161 804 9999 during our office hours and ask for the Customer Services Department.
By email – use the email email@example.com.
How long will it take?
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:
We will aim to resolve your complaint quickly but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update please call us on 0161 804 9999 and ask to speak to the person handling your complaint.
If we cannot reach agreement with you?
If we can’t agree a solution with you within eight weeks, we will:
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
If you are not satisfied with any aspect of our service, please tell us about your complaint.
Telephone: 0161 804 9999
Fiazal Adam – Sales Manager
Money Advisor Ltd of 3rd Floor, Churchgate House, Churchgate, Bolton BL1 1HL is an Appointed Representative (FRN 781471) of MichaelAlan Ltd of Building A, South Court, Sharston Road, Sharston, Manchester M22 4SN (Company Reg. No. 08637832) who are authorised and regulated by the Financial Conduct Authority (FRN 690939).