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Complaints procedure

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.

How can I make a complaint?

If you already have a customer relationship with Moneycorp, please speak to your usual contact with any queries (e.g. your dealer) as they are likely to be in the best position to assist. Alternatively, you can contact us via any of the methods listed below.


Send us your complaint via email


France office :+33 184 131 650

Write to us at: 


23 rue de l'Amiral d'Estaing ,



What will happen next?

Your complaint will be passed to the relevant department and you can expect an initial acknowledgement of your complaint within 5 business days from the date this is received by Moneycorp.

For all complaints regular updates will be provided no longer than 15 business days business days, starting from the date the complaint was made.

For all complaints where the matter cannot be resolved within 35 business days from the date the complaint was received, Moneycorp will inform the complainant of the anticipated time frame the complaint will be resolved.

Once the complaint has been resolved Moneycorp will issue a letter to the complainant. This response will include:

• The outcome of the investigation;

• Where applicable the terms of any offer or settlement being made;

• If the complainant is unsatisfied with the remediation of the complaint, the complainant can refer the matter to Financial Services Ombudsman (FSPO).

What if I am still unhappy?

You can submit a complaint to the FSPO if you are a consumer, which means:

2. a private individual - e.g. a personal account holder

Or, subject to certain turnover limitations:

1. a limited company

2. a Sole Trader

3. a Trust

4. a Club

5. a Charity

6. a Partnership

And you are:

• a customer of the financial service provider,

• a person to whom the provider has offered the service, or

• a person who has sought a financial service from the provider

You can also make a complaint if you are:

• a surviving dependant of a consumer

• a legal personal representative of a deceased consumer

• a widow, widower or surviving spouse or civil partner of a deceased consumer

• any person who is contractually entitled to benefit from a long-term financial service

• an employee or a former employee entitled to benefit from an income continuance plan

• a consumer who was, in relation to a credit agreement, a customer of the financial service provider in a case where a credit servicing firm undertakes credit servicing in respect of the credit agreement concerned

Individuals can contact their bank's ombudsman or the ombudsman of their professional organisation: 

By post: Banque de France Request ACPR TSA 50120 75035 PARIS CEDEX 01 

Electronically: By creating an account on the Banque de France online application portal: Link to the Banque de France online application portal Vos demandes en ligne | Banque de France ( attach all relevant documents to your application: contract, correspondence or emails with the professional(s) concerned, etc.