Our complaints process

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Complaints

We’re committed to providing a professional, supportive and confidential service to all those who seek our help. We aim to ‘get it right first time’ but we’re aware that mistakes can sometimes happen.

If you’re not happy with the service you received from us, we’re genuinely keen to hear from you. This will not only allow us to try to resolve your problem, it will also help us avoid it happening again.

How to complain

You can contact us by writing to:

The Complaints Coordinator
Money Advice Trust,
21 Garlick Hill,
London EC4V 2AU

Or phone us on 0121 410 6262

Online: cashflow@moneyadvicetrust.org

It is helpful if you can let us know:

  • What went wrong
  • When it happened
  • Who you dealt with
  • What you think we should do to make things right
  • Your full name, address and telephone number

What happens after I have made my complaint?

  • We will always try to resolve a problem at the time you raise it with us
  • If we need more time to look into your complaint, we will send you an acknowledgement within five working days and tell you when we expect to contact you again. We will also enclose a copy of this procedure.
  • We would expect in nearly all cases to send a letter explaining our response to your complaint within 10 working days. If we can’t do this we will send you an update.
  • Our aim is send a final response within eight weeks of receiving a complaint. If this isn’t possible, we will write to explain why and tell you when we will respond.

What to do if we can’t reach an agreement

If we take more than eight weeks to send a final response, or you don’t think we have resolved your complaint, you can contact the Financial Ombudsman Service. You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response to you.

The details are:

Financial Ombudsman Service
Exchange Tower, London E14 9SR

Telephone: 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website for further details: www.financial-ombudsman.org.uk

Money Advice Trust is a company limited by guarantee registered in England and Wales (company number 4741583) and a registered charity (charity number 1099506).