How we will deal with your complaint

Our commitment to you

At Money Advice, every one of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

When we are in receipt of your complaint, we will deal with it promptly, effectively and in a positive manner. Once we are in receipt of your complaint, we will acknowledge it within five working days.

We are committed to providing a quality, professional service with your best interests in mind. If you feel we have not met our own high standards, and you are dissatisfied with any aspect of the service we provide, this is a complaint and you should contact us directly in the first instance.

You can contact us in one of three ways:

All complaints we receive are reviewed with the same level of importance, irrespective of how they are brought to our attention. How we investigate and respond to any complaint is made up of the following steps:

Stage One – Making the Complaint

You can contact us by email, phone or in writing and explain how we have not met your expectations.

Please ensure you make it clear that:

  1. You are looking to make a complaint;
  2. The reason why you are complaining;
  3. How you have been affected;

Please also include any suggestions as to how you would want your complaint resolved.

Stage Two – Receipt of your Complaint

Within five working days of receipt of your complaint, we will send to you:

  1. An acknowledgement letter confirming who will be dealing with your complaint and how to contact them;
  2. An indication (where possible) of how long it will take to resolve your complaint;
  3. A copy of our complaints process.

If it is identified at this or any point within the complaints process that further information is needed from you then we will request it from you. Even if you do not provide us with the additional information, we will continue our investigation and complaints procedure but please be aware that this may impact our ability to fully resolve your complaint.

Stage Three – Update on your Complaint

We will investigate your complaint and endeavour to resolve it within eight weeks from the receipt of your complaint. If we are unable to resolve it by then, we will provide you with an update of where we are up to with it.

Stage Four – Final Response

Within eight weeks of the receipt of the complaint, we will endeavour to issue you with your Final Response Letter. Within this letter, we will state:

Our findings;

  1. If your complaint is upheld, how we intend to rectify the situation;
  2. If your complaint is not upheld, our reasons for this;
  3. Details of what steps you can take to pursue the complaint (including your rights to refer the matter to the Insolvency Practitioner’s regulator, The Insolvency Practitioners Association (IPA).

If we are unable to resolve the complaint within this timeframe, we will contact you to explain our reasons why and the expected date for a Final Response.

If we do not receive a response from you within one month of us issuing the Final Response Letter, we will deem the matter closed and accepted.

If you do not agree with our response, then you can refer the case to our regulator (IPA). In the first instance, this should be done through the Insolvency Service Complaints Gateway. This is a Government department who are responsible for overseeing complaints against Insolvency Practitioners.

To contact and complain directly to them, you can: