Complaints Handling Procedure

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IF YOU NEED TO MAKE A COMPLAINT

 

The principle assigned to deal with complaints is:

Fiazal Adam – Sales Manager, Money Advisor Ltd, 3rd Floor, Churchgate House, Churchgate, Bolton, BL1 1HL

Tel No: 0161 804 9999

complaints@moneyadvisor.co.uk

www.moneyadvisor.co.uk

Company Registration No: 08901754

FRN: 781471

 

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:

  • Make it easy for you to tell us what went wrong;
  • Give your complaint the attention it deserves;
  • Resolve your complaint fairly without delay; and
  • Make sure you are satisfied with how your complaint was resolved.

 

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 complaints@moneyadvisor.co.uk.

 

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:

  • Why we have not resolved your complaint;
  • Who is dealing with your complaint; and
  • When we will contact you again.

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:

  • Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.

OR

  • Issue our final decision letter which will explain our final position.

 

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

Exchange Tower

London

E14 9SR

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)

Email: complaint.info@financial-ombudsman.org.uk

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

Email: complaints@moneyadvisor.co.uk

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).

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