Complaints Procedure

We aim to provide the very best standard of service to every customer, however, if for any reason you are unhappy with our services let us know and we will do all we can to put things right.
The following explains how we deal with complaints we receive and what you can do if you are not happy with the outcome.

Making a Complaint

If you have a complaint about any part of our service you can contact us by phoning us on 0345 643 1553, email us at headoffice@moneyline-uk.com or by writing to Moneyline (IPS) Ltd, Document House, Blakewater Road, Blackburn, BB1 5QR.
Once we have received your complaint we will try to resolve it within three business days and contact you with what we have done to resolve the issue or explain why we do not agree with your complaint.
If we have not been able to resolve your complaint or we have not been able to contact you within the three business days we will send written acknowledgment of your complaint and give you the details of the person dealing with it. We will keep you updated and let you know if we need anything further from you.
Once we have completed our investigations we will send you our final response explaining our findings and if appropriate how we will put things right. If we have not been able to resolve your complaint within eight weeks we will write to you explaining why and enclose a Financial Ombudsman Service’s explanatory leaflet.

The Financial Ombudsman Service

If you are not happy with our final response, you have the right to have your complaint reviewed by the Financial Ombudsman Service within 6 months of our final response. You can contact the Financial Ombudsman using the details below:
Financial Ombudsman Service
Exchange Tower, London E14 9SR

Telephone:0800 023 4567
Email: complaints.info@financial ombudsman.org.uk
Website: www.financial-ombudsman.org.uk