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Complaints Procedure

For free and impartial money advice and guidance, visit MoneyHelper, to help you make the most of your money.

“I would be genuinely distraught if you have complaint about MoneyNerd or the service that our partners have provided. If you have a complaint, feedback or need support, please don’t hesitate to reach out to me personally at [email protected].

Personal note from Scott Nelson, our Founder

Our commitment to our customers:

It is our aim to give excellent information to all our customers, but we recognise that things can occasionally go wrong. We take any complaints that we receive seriously and we aim to resolve all of our readers’ concerns fairly, promptly and efficiently.

What to do if you are dissatisfied

To ensure that we provide the kind of information you expect we welcome your feedback. If at any time you are not happy with the information that we have given, please telephone 01684 217897 in order to explain your concerns. Calls may be recorded and /or monitored for quality purposes.

Alternatively, if you want to write to us, please email your complaint to: [email protected] 

Complaints can be made free of charge. If you are making a complaint via telephone your call will not be charged at any more than the basic rate of connection.

How we will Handle Your Complaint:

We regard any expression of dissatisfaction from (or on behalf of) any client to be a complaint – irrespective of whether it is made orally or in writing, or whether it is justified or not.

We will provide a copy of this Procedure to any client who makes a complaint, or to any client who requests it.

On receipt of a complaint from any source, we will do our best to resolve the issue as soon as possible. However, if we are unable to do this within 3 business days, we will pass the details to our Complaints Handler for acknowledgment and further investigation.

Where it is not possible to complete the complaint and the matter is subject to further investigation we will:

  • Give you a full explanation and expected timescales; AND
  • If we are still not able to complete the complaint after 8 weeks, we will provide a further update. However, we will always try to resolve the complaint within the 8 week period

Our Complaints Handler will review the details of the matter complained about – and will examine the file, and any other relevant information. If the complaint is in respect of business arranged by our Complaints Handler, another senior employee will investigate it. In order to resolve your problem we will review all the documentation and information necessary to enable us to carry out a thorough investigation. In some instances we may need you to provide us with further information or to provide us with authority to contact a third party. All complaints are treated and recorded in the same way. We acknowledge all complaints within 3 business days. This letter may contain an offer to settle, where appropriate.

Once the investigation is completed, our Complaints Officer will write to you with their appraisal of the matter – along with an outline of our intended course of action. This document is referred to as our ‘Final Response’. Included in this Response will be an offer to settle the matter – and if compensation is deemed appropriate, the amount we are offering. Any offer we make will be a fair offer, taking all the facts into account. An offer of settlement can range from an apology to financial compensation.

If we are not in a position to make an offer to settle the matter within 8 weeks following your initial complaint, we will write to you again:

  • Setting out why the matter is still unresolved
  • Giving a full summary of our investigation to date, and explaining why we have not been able to conclude the matter
  • Setting out what further action we will now undertake
  • Providing contact information for the Ombudsman to whom you can escalate your grievance. As well as the details of our regulator.

If we do not receive a response from you within 8 weeks of our Final Response, we will treat the matter as closed.

If, following the final response you remain unsatisfied, the complaint can be referred to the Ombudsman . Contact details and a leaflet about the Ombudsman will be sent to you with our Final Response.

If the complaint is about a third party, we will refer the issue to the party concerned – and write to confirm we have done this.

Please be assured that we treat all complaints very seriously. We will conduct a full review, and hope to conclude all matters to the mutual satisfaction of the concerned parties as quickly as possible – whilst maintaining appropriate records at all times.

If we cannot resolve your complaint

Clearly, we would always want to resolve any concerns you raise with us internally. However, should you remain dissatisfied following our final written response, or 8 weeks have elapsed since you raised your complaint with us and you are not happy with the progress made, you can refer the matter to:

Financial Ombudsman Service

The most up-to-date contact details can be found here,
https://www.financial-ombudsman.org.uk/contact-us

Telephone: 0800 023 4567

Email: [email protected]

Online complaint: https://www.financial-ombudsman.org.uk/contact-us/complain-online

Website: www.financial-ombudsman.org.uk

Address:
The Financial Ombudsman Service
Exchange Tower,
London,
E14 9SR

Please note that you have up to 6 months from the date that we issue you Our Final Response to
refer your complaint to the FOS.