Complaints Procedure

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Complaints

At Money Service, we’re committed to delivering a high level of service at all times. However, we understand that things can occasionally go wrong. When that happens, we’ll do everything we can to resolve the issue promptly and fairly.

We also use feedback from complaints to review and improve how we work, helping us deliver a better experience for all customers.

Any complaint you raise will be handled with care and confidentiality. Information will only be shared where necessary, including with relevant providers, advisers or partners involved, and always in line with data protection requirements.

If you’d like to raise a complaint, you can contact us using the details below:

Please contact us at complaints@moneyservice.co.uk

The Money Service Ltd
52 Forder Way
Hampton
Peterborough
Cambridgeshire
England
PE7 8JB

To help us investigate your complaint as efficiently as possible, please include:

Your name and preferred contact details.
Information about your interaction with us (including dates and times where possible).
The product or service involved.
A clear explanation of what has gone wrong.

Our complaints handling hours are 9.00am – 5.00pm, Monday to Friday, excluding bank holidays. Should a complaint be received after 5.00pm on a business day, or on a non-business day, we will treat it as having arrived on the business day immediately following the arrival of the complaint.

When you contact us with a complaint, we will:

Make sure it is reviewed by a suitably trained member of our team.
Treat your concerns seriously and consider them fairly.
Acknowledge your complaint as quickly as possible.
Try to resolve the issue within three working days, where we can.
Keep you updated if further investigation is needed.
Provide a full written response within eight weeks.
If we’re unable to provide a final response within eight weeks, we’ll let you know and explain the next steps.

The final response letter will include the following:

A summary of your complaint and how you were affected.
Details of our research and findings.
An explanation of our decision, including any redress that may be necessary.
An explanation that you may refer your complaint to the Financial Ombudsman Service within six months if you are not entirely satisfied with our final response.

If you think we’ve missed something or you have further information you’d like us to consider, please get in touch and we’ll take another look. If you’re still not satisfied with our response, or we haven’t resolved things within eight weeks, you can ask the Financial Ombudsman Service to independently review your complaint. They aim to resolve disputes between financial services firms and their customers.

They can be contacted at:

Online: http://www.financial-ombudsman.org.uk/
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567
Mail: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR.

If your complaint relates to a third party, such as a product provider or advisory firm, you should contact them directly using their own complaints procedure, as they are best placed to investigate. While we’re not able to manage complaints relating to third parties, we’re happy to help guide you to the right place if needed.

Where a complaint is received via a third party, such as a solicitor, claims management company or family member, we will treat your complaint in the same manner as if you had complained directly. Please be aware that:

We don't charge to investigate your complaint.
We're not liable for any fees you need to pay for a third party's services.

If we agree with your complaint and we make a redress payment, we'll generally only make this payment directly to you.

Page updated on 12th November 2025

When you contact us with a complaint, we will:

Make sure it is reviewed by a suitably trained member of our team.
Treat your concerns seriously and consider them fairly.
Acknowledge your complaint as quickly as possible.
Try to resolve the issue within three working days, where we can.
Keep you updated if further investigation is needed.
Provide a full written response within eight weeks.
If we’re unable to provide a final response within eight weeks, we’ll let you know and explain the next steps.

The final response letter will include the following:

A summary of your complaint and how you were affected.
Details of our research and findings.
An explanation of our decision, including any redress that may be necessary.
An explanation that you may refer your complaint to the Financial Ombudsman Service within six months if you are not entirely satisfied with our final response.

Complaints procedure

How to make a complaint

By email:

By post:

What you can expect from us

If you’re still unhappy

Complaints about or from third parties