What if I have a complaint?
Customer satisfaction is of paramount importance to us, so please let us know if you are not happy with any aspect of our service. We assure you that we will do our best to put matters right as quickly as possible. Firstly, please allow us the opportunity to resolve the issue through our official complaints procedure. In the unlikely event that you are not happy with the outcome, you may be able to complain to the Financial Ombudsman Service.
Our complaints procedure
We will try to resolve your complaint as soon as we are made aware of the issue. However, we want to give you every opportunity to present your case where you remain unsatisfied.
Stage one
In most cases a member of the Moneycorp team will be able to help you during our office hours, 7:30am – 10:30pm Monday to Friday and 9am – 4pm (UK Time) on Saturdays and most bank holidays.
Personal Dealing Team: +44 (0)20 7589 3000
Business Dealing Team: +44 (0)20 7589 7800
Global Payments System (GPS) Team: + 44 (0)20 7580 8686
Tell them about your problem and they will do their best to resolve the matter there and then. If you prefer, you can email your Moneycorp Account Manager or write to us at:
Moneycorp,
100 Brompton Road,
Knightsbridge,
London SW3 1ER.
Stage two
If the person you contact is unable to resolve your complaint, you can ask for the matter to be referred to our Quality Services Manager (QSM) for further review. Alternatively, you can email the QSM at qsm@moneycorp.com. At this stage, your complaint will be formally acknowledged by email or telephone within 24 hours and a full and detailed investigation into the circumstances will be carried out. The QSM will provide you with a detailed response within five working days. If it cannot be completed within this timeframe, the QSM will keep you informed of progress.
Stage three
We aim to resolve complaints internally. However, if you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint with us and it has not been addressed, you have the right to refer your complaint to the Financial Ombudsman Service. You can contact them at this address:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
website: www.financial-ombudsman.org.uk
email: complaint.info@financial-ombudsman.org.uk
phone: 0845 080 1800 or 0300 123 9 123
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I have another question
We hope you found the answer here, but if not, please get in touch on +44 (0)20 7589 3000.