If you are reading this page it probably means we have done something wrong, for that we are very sorry.
We aim to deliver an honest, open and friendly service, delivered at the highest quality, to keep you well informed at every stage of the claims process but sometimes errors can happen.
- Have we done something wrong with your claim?
- Have we misled you in any way?
- Have we failed to communicate?
- Have we failed to deliver on your expectations?
- Do you have a serious complaint about us?
If any of these apply to you, we would like to know so that we can offer support and improve our levels of service further.
Our Complaints Procedure
We are committed to providing a high-quality service to all. If we fail to meet your expectations with the terms of the service that we provide, we want to know about it. We aim to deliver an honest, open and friendly service, delivered at the highest quality, to keep you well informed at every stage of the claims process. Your feedback ensures that we are constantly reviewing our working processes.
Complaints can be received in person, by letter, by email or by telephone in order for us to fully review your concerns. The nature of your concerns could vary from brief feedback to a formal complaint – whatever the nature of your issue, we take all feedback very seriously.
- For complaint in person, our address is 16 Vantage Park, High View Close, Hamilton, Leicester, LE4 9LJ
- For email complaints, please email: [email protected]
- For postal written complaints, please forward to:
- Complaints Department, Money Redress Limited, 16 Vantage Park, High View Close, Hamilton, Leicester, LE4 9LJ
- For telephone complaints, please call: Complaints Department, on 0116 4646 600
What will happen next?
Once we have received your complaint, we will document it in our central register. Within 2 working days (where possible your complaint will be reviewed on day of receiving it) we shall start to investigate your complaint. We will then report to you and assist fully until the complaint is resolved.
Within 4 weeks of receiving a complaint, we will send you either; a final response which adequately addresses the complaint; or a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
Within 8 weeks of receiving a complaint we will send you either; a final response which adequately addresses the complaint; or a response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response. We will inform you that you may refer the handling of the complaint to the Financial Ombudsman if you are dissatisfied with the delay.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
We pride ourselves on the high level of customer service that we provide, but if you feel that we haven’t delivered then we want to hear from you. We have eight weeks to consider your complaint. You must have tried resolving your complaint with us first but if we are unable to help you then you can have the complaint independently looked at by the Financial Ombudsman Service.
If you would like more information about the Financial Ombudsman Service their contact details are as follows:
www.financial-ombudsman.org.uk. You can call them on 0800 023 4567
Head of Operations