Complaint Leaflet

Overview

We am to provide a courteous, trustworthy & excellent standard of service, however if you’re dissatisfied with our service for any reason please tell us by:

  • raising with a member of Money Advice Hub staff informally

  • providing a complaint in writing either by email or letter (Money Advice Hub discourages the use of Fax communications where possible due to difficulties with legibility)

If you’re unhappy with an individual at Money Advice Hub sometimes it is best to tell them directly. If you feel this is difficult or inappropriate, then please ask to speak to the staff member's manager.

If you’re not satisfied with one of our external referral partners, please let us know. A problem may be due to a misunderstanding, & we may be able to help resolve any issues quickly by liaising with our dedicated partnership contacts. Money Advice Hub will always treat the issues you raise sensitively & will only pursue issues with your permission.

Often, we’ll be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within three working days.

How to raise a complaint

We try to make the process of raising a complaint as easy as possible, you can use the following methods:

Appealing a response or decision

If you’re not satisfied with a response & wish to appeal, please write to Clare Duncan, Treating Customer’s Fairly Director, Money Advice Hub, King’s Lynn Innovation Centre, King’s Lynn Norfolk PE30 5BY or email: clare.duncan@moneyadvicehub.org.uk

Our Complaints Process

All formal complaints will be recorded on our database. You will receive a written acknowledgement within three working days. The response may be electronic if you have provided an email address.

The aim is to investigate your complaint thoroughly & give you a complete reply within 10 working days, setting out how any problem identified will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write an appeal letter to Clare Duncan, Treating Customers Fairly Director, who will organise an independent review of the matter. A final response will be issued within 5 days of your appeal letter being received where possible. If this is not practical due to holidays or leave you will receive a communication to advise the revised timescale.

Escalating an unresolved complaint

We will always aim to resolve any matters raised by you as part of our customer care culture but should you still not be satisfied with our final decision following an appeal, or if we have failed to respond to you within 8 weeks of your first formal complaint, you have the right to escalate your complaint to the Financial Ombudsman:

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

If you wish to escalate your complaint against Money Advice Hub to the Financial Ombudsman, you must submit your complaint to them within 6 months from the date you received our final appeal response.

As Money Advice Hub is a community interest company, you can also raise an escalated complaint directly with the community interest (CIC) regulator.

Keeping Records

We retain all complaint data, including our internal investigations for a minimum of 6 years. You can request erasure of your personal data, but if this is sooner than the expiry date, Money Advice Hub will anonymise the complaint data held about you.

Positive Feedback

Finally, please also let us know if you are happy with Money Advice Hub's services, you can use the contact form on our website or you can use any of our contact channels. Your feedback is valuable to Money Advice Hub and we want to provide the best service we can.