Moneyvillagecomplaints Procedure

MoneyVillageComplaints Procedure

• We are authorised and regulated by the Financial Conduct Authority and follow their rules on complaints handling. At Money Village each of our customers are important to us and we believe you have the right to a fair, swift and courteous service at all times. If you wish to make a complaint you can do so either by telephone (0330 022 5240), or in writing by letter to Leader of Operations, Money Village, 1st Floor, New Devonshire House, Devonshire Street, Keighley, BD21 2AU (and also in person at this address), or by email to for the attention of the Leader of Operations. We will acknowledge the receipt of your complaint in writing within 5 working days of receipt.

• In the first instance, we will speak with you in order to discuss the concerns that you have. If we can resolve your concerns within three business days, we will send youa written ‘Summary resolution communication’ which will outline the particulars of your complaint, inform you that we consider the complaint to be resolved, that you now have the right to refer the matter to the Financial Ombudsman Service (FOS) if you so wish and whether we consent to waive the time limits referred to below.

• If we are unable to resolve your concerns within three business days, we will then investigate your complaint further and send a final response to you within 2 weeks of receipt of your complaint. This will give a summary of your concerns, a clear explanation of the outcome of the complaint and why this outcome has been reached. If we are unable to provide you with a final response within this time we will send you an update and a time by which we expect to be able to respond. In any event, we will issue our final response on the matter no later than 8 weeks from the date of our receipt of your complaint.

• This final response will also advise you that if you are still dissatisfied, you have the right to refer the matter to the Financial Ombudsman Service (FOS) within 6 months of the date of the final response, free of charge.If you do not refer your complaint in time, the FOS will need our permission to consider your complaint. The final response will confirm whether or not we give this permission.

You can write to them at:The Financial Ombudsman Service, ExchangeTower, London, E14 9SR

Email: .

Website:

Telephone: 0800 023 4567

• If at the end of 8 weeks we are unable to provide you with a final response, we will write to you to advise this and explain why this is the case, when you can expect it and that you can now complain to the FOS within 6 months of the date of this response. We will also confirm whether or not we give permission for the FOS to consider the complaint outside of this timescale.

• The FOS might not be able to consider your complaint if what you’re complaining about happened more than six years ago and you’re complaining more than three years after you realised (or should have realised) that there was a problem. If is the case, the FOS will need our permission to consider your complaint. Again, our final response will confirm whether or not we give this permission.

• You can approach the FOS and ask them to consider your complaint before we have ourselves investigated the matter but the FOS will need our permission do this, which we may not give.

MoneyVillage Complaints Procedure (V1109/17)