Complaints
Contents
Overview
How to raise a complaint
Our Complaints Process
Appealing a Decision
Escalating an unresolved complaint
Keeping Records
Positive Feedback
Financial Ombudsman Fact Sheets
Overview
We am to provide a polite, trusted & excellent standard of service, however if you’re dissatisfied for any reason please read our complaint leaflet & then tell us by:
raising with a member of Money Advice Hub staff informally
complain in writing either by email or letter or our complaint form
We aim to acknowledge your complaint within 3 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:
Verbally (in person or by phone)
In writing (by post or email)
Using our online complaint form
Our Complaints Process
All formal complaints will be recorded on our systems. You’ll receive a written acknowledgement within three working days. The response may be electronic if you have provided an email address.
Our aim is to investigate your complaint thoroughly & give you a complete reply within 10 working days. We’ll set 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 you're not satisfied with our response, please use our appeal process below. 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'll receive a communication to advise the revised timescale.
Appealing a response or decision
If you’re not satisfied with a response & wish to appeal, please write to Clare Staunton, Treating Customer’s Fairly Director, Money Advice Hub, King’s Lynn Innovation Centre, King’s Lynn Norfolk PE30 5BY or email:
clare.staunton@moneyadvicehub.email
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.