Complaints Policy

Overview

Money Advice Hub aims at all times to provide a courteous, trustworthy & excellent standard of service however if you are not happy with the Money Advice Hub 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

If you are 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.

Often we will 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.

Making a formal complaint or appeal

If you are not satisfied with a response & wish to appeal or wish to raise a serious matter for the first time but more formally, please write to Clare Duncan Director, Money Advice Hub, King’s Lynn Innovation Centre, King’s Lynn Norfolk PE30 5BY or email: clare.duncan@moneyadvicehub.org.uk

All formal complaints will be recorded on our data base. 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 the directors 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.

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 making a complaint to:

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

Important time limit for escalating

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.

Complain to the CIC Regulator

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

Complaining about our external partners

If you are 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.

Financial Ombudsman Fact Sheets