At MoneySmartCo we want to give you the best possible service and we always value your feedback. This gives us the opportunity to put matters right for you and to improve our services overall.
However, if at any point you become unhappy with the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. We have internal complaint procedure outlined below which details how we handle complaints.
We have eight weeks to consider your complaint. Within seven working days of receiving a complaint we will send a written or electronic acknowledgement of the complaint identifying the name and job title of the person handling the complaint. All complaints will be handled and investigated by a person who has sufficient competence to do so who, wherever possible, was not directly involved in the matter of the complaint. Within eight weeks of receiving a complaint we will, whenever possible, provide a final response to the complaint. If we are still unable to provide a final response at this stage we will provide a written explanation as to why this is the case. We will also indicate when we believe a final response will be available.
If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. We reserve the right to decline to consider a complaint that is made more than six months after the cause for complaint became clear. If we do not consider the complaint for this reason, we will provide a written explanation. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The Legal Ombudsman's contact details are as follows:
Tel: 0300 555 0333 between 08:30 am to 17:30 pm
PO Box 6804