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Complaints Procedure

MoneyNerd is operated by MoneyNerd Limited. If something has gone wrong with our website, communications or introduction service, please tell us. We take complaints seriously and use them to put things right and improve our service.

How to complain

Email [email protected], or write to:

Complaints, MoneyNerd Limited

The Grange

Grange Road

Malvern

WR14 3HA

You can also raise a concern through our general contact page. You do not need to use the word “complaint”, complete a special form or provide every document before we can consider it. We recognise complaints received through other channels too, including reviews and social media. Please do not post personal or financial details publicly.

Complaining is free. You do not need to pay a representative. A friend, relative or adviser can act for you; we may need to check their authority before sharing your information.

It helps if you tell us:

  • Your name and how you would like us to reply.
  • What happened, approximately when, and which website, introduction or provider was involved.
  • Any relevant reference or correspondence, and how you would like the matter put right.

Please send only information relevant to the complaint. Do not send passwords or full payment-card details. If you need help complaining, a different format or another reasonable adjustment, let us know by email or post.

What happens next

We will record your complaint, acknowledge it promptly and explain who will handle it and what happens next. The firm handling your complaint will consider it fairly, keep you informed and explain the outcome and any action to put things right.

We handle complaints about our own website and services. Where a regulated introduction or another firm’s service is involved, we will explain the responsible firm’s role and promptly pass the relevant information to it where appropriate. If different firms need to consider different parts, we will make that clear. You can contact us if you are unsure where to start.

Debt introductions and The Debt Advice Service

MoneyNerd does not provide debt advice or recommend debt solutions. MoneyNerd Limited (FRN 978681) is an Introducer Appointed Representative of Pacific Financial Solutions Limited (FRN 688034), which is authorised and regulated by the Financial Conduct Authority. The Debt Advice Service is its trading style.

If your complaint concerns our debt introduction activity or The Debt Advice Service, we will promptly refer it to Pacific Financial Solutions Limited for handling under its complaints procedure and cooperate with its investigation. We will tell you that we have done so.

You can complain to The Debt Advice Service directly:

See The Debt Advice Service’s Complaints Procedure for its current contact options and handling arrangements.

Other providers

You can complain to us about an introduction we made, or contact the relevant provider directly about its service. MoneyNerd Limited is also an Introducer Appointed Representative of Loans Warehouse Limited and Seopa Limited. Complaints about activities carried out for those firms will be referred promptly to the relevant principal.

For another provider, use the complaint details in its correspondence or on its official website. Contact us if you need help identifying who received our introduction. Each provider is responsible for explaining its complaints process and any external dispute-resolution rights.

Response times for regulated financial complaints

Where the FCA’s usual eight-week complaints rules apply, the responsible firm will send a prompt written acknowledgement explaining the applicable response deadline and keep you informed.

If it resolves the complaint to your satisfaction by the close of the third business day following the day it receives the complaint, it will send a written summary resolution communication explaining your Financial Ombudsman Service rights.

Otherwise, within eight weeks of receipt of the complaint it must send either a final response explaining its decision and any appropriate remedy, or a written explanation of the delay, when it expects to respond, and your right to approach the Financial Ombudsman Service.

Some financial services have different statutory response periods. The responsible provider will explain the deadline that applies. Privacy complaints and data protection rights requests follow the separate process below.

The Financial Ombudsman Service

The Financial Ombudsman Service is a free, independent service for eligible complaints about financial businesses. If your complaint is within its jurisdiction, you can normally refer it after receiving the responsible firm’s final response or summary resolution communication, or if eight weeks have passed without a final response under the usual rules. You do not need to wait eight weeks if you have already received one of those responses.

You normally need to refer your complaint within six months of the date the firm sends its final response or summary resolution communication. Other time limits and exceptions can apply. The Financial Ombudsman Service decides whether it can consider your complaint.

Visit the Financial Ombudsman Service website, call 0800 023 4567, or write to Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Ombudsman access does not automatically apply to general editorial complaints, every affiliate service or the administration of an insolvency arrangement. The relevant firm’s response should explain the appropriate route. Asking us or a provider to reconsider does not extend an external referral deadline.

Complaints about an insolvency practitioner

If your complaint concerns an insolvency practitioner’s conduct or administration of an IVA or another insolvency procedure, raise it with the practitioner or their firm first. If it remains unresolved, the government’s insolvency-practitioner complaints service explains whether the Insolvency Complaints Gateway or another route applies. Complaints about debt advice or an introduction may need to be considered separately.

Privacy complaints and data protection rights

For concerns about how MoneyNerd Limited uses your personal data, email [email protected] or write to our postal address above. Our Privacy Policy explains our use of information and your rights.

We will acknowledge a data protection complaint within 30 days, investigate without undue delay, keep you informed and tell you the outcome without undue delay.

Requests to exercise data protection rights, such as access or erasure, have separate statutory timescales. We normally respond without undue delay and within one calendar month. We will explain any permitted extension or pause that applies.

You also have the right to complain to the Information Commissioner’s Office. The ICO normally expects you to raise your concern with us first, but you do not need our permission or have to complete an internal appeal before contacting it. The financial complaints deadlines above do not apply to this route.

If your concern involves another provider’s use of your data, you can contact that provider as well. We remain responsible for handling concerns about our own processing.

If you remain unhappy with our own service

For a complaint we handle ourselves, you can reply explaining what you believe we have missed or got wrong and ask us to review it. We will explain our position and any applicable external route. You do not have to request this review before using an external route that is already available to you.

Nothing in this procedure limits your statutory rights.