Making a complaint
We’re sorry to hear that you want to make a complaint, The Money Store works hard to provide a seamless, fast and simple loan application process and unhappy customers make us unhappy! However, If you feel that we haven't lived up to your expectations, please let us know. It's important for us to see where we could have done something better so we can improve our service for you and our future customers.
Step one Many problems can be solved by just talking to us, we're always happy to help. If you'd like to get in touch, drop us an email at firstname.lastname@example.org
Step two If you don't feel like we've been able to resolve your problem or you're not happy with the way we've handled your query, you can email us to send us a formal complaint. If it's easier for you to send us a letter here's our address:
The Money Store 20A Alum Chine Road Bournemouth Dorset BH48DX
Please give us as much information as you can so we can investigate your issue fully. We might need to contact you if we require any other details relevant to your complaint. We'll aim to resolve your complaint and get you a written answer within a week containing a full report of our investigation. If for any reason we're not able to give you a final response within 8 weeks of the date you originally contacted us, we'll write to you to explain why.
Step three If you haven’t received a response within 8 weeks of the date you originally contacted us or if you've followed this complaints procedure, you’ve received a final response from us and you aren't happy with the way we've dealt with your complaint; you can refer the matter to the Financial Ombudsman Service (FOS) for an independent review within 6 months of our final response. If you wish to contact the FOS, you can write to them:
Financial Ombudsman Service Exchange Tower London E14 9SR
Or you can phone them on: 0800 023 4567. If you'd like a bit more information you can visit their website: www.financialombudsman.org.uk