Complaints

Money&Co.
58 Glentham Road
London
SW13 9JJ

Phone: +44 (0) 203 143 4000

Money&Co.™ is the trading name of Denmark Square Limited, company number 08561817, registered in England & Wales and authorised and regulated by the Financial Conduct Authority (FCA). The company is identified on the Financial Services Register under Reference Number 727325. The registered office is 58 Glentham Road, London SW13 9JJ

 

Definition of a complaint

Money&Co. adopts the FCA’s definition of a complaint: “A complaint is any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which (1) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and (2) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.”

Money & Co. adheres to best practices, however where you feel that our action justifies a complaint, we will deal with it fairly and promptly.

I have a complaint, what should I do?

We want you to be very satisfied with the service you receive though we acknowledge as a company that is looking to grow and develop we may sometimes not meet your expectations. Where this has occurred we strongly advocate our customers providing feedback so we make sure we put things right and continually improve our systems and processes. Complaints can be raised by any channel at any time but we recommend using email as it helps maintain a clear audit trail. Our customer service team will investigate your complaint and send a response within two working days of receipt. If after 10 working days of the initial complaint you remain unsatisfied your complaint will then be referred to a Senior Manager. Within 10 working days of this escalation a full and final response will be issued.

Please contact Money&Co. either by emailing support@moneyandco.com, or by calling our Customer Services team on 0203 143 4000, or by post to: Money&Co. Complaints, 58 Glentham Road, Barnes, London, SW13 9JJ.

Financial Ombudsman

If at this point you are still not satisfied or where you have not received a final response within eight weeks of the date of the initial complaint you have the right to refer your complaint to the Financial Ombudsman Service. You also have the right to make a complaint directly to the Financial Ombudsman Service within 6 months of receiving the final response.

The contact details for the Financial Ombudsman Service are:

The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR

E-mail: enquiries@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk Telephone: 0845 080 1800

FOS consumer leaflet: http://www.financial-ombudsman.org.uk/PUBLICATIONS/consumer-leaflet.html