Complaint Process
Complaint Policy
Effective Date: 01 May 2025
Money Matter UK Ltd
500 High Road, London, England, N17 9JF
Email: Info@money-matter.net | Phone: 07949101915
1. Our Commitment
At Money Matter UK Ltd, we are committed to providing high-quality services and treating our customers fairly. If you are dissatisfied with any part of our service, we want to hear from you so we can resolve the issue promptly and improve.
2. How to Make a Complaint
You can submit a complaint through any of the following channels:
- In Person: Visit our office at 500 High Road, London, N17 9JF
- By Email: Send your complaint to Info@money-matter.net
- By Phone: Call us on 07949101915
- By Post: Write to:
Customer Complaints
Money Matter UK Ltd
500 High Road
London, N17 9JF
Please provide the following information to help us investigate:
- Your full name and contact details
- A description of your complaint
- Any relevant dates or transaction details
- Copies of any supporting documents
3. What Happens Next
Once we receive your complaint:
- We will acknowledge receipt within 3 working days.
- A thorough investigation will be carried out by a member of our team.
- We aim to issue a final response within 15 working days. If more time is needed, we will inform you and provide a new timeline (no later than 35 working days from receipt).
4. Our Response
Our final response will include:
- A clear explanation of the outcome
- Any offer of resolution or corrective action
- Details of your right to escalate the complaint if you are not satisfied
5. If You Are Still Unhappy
If you are dissatisfied with our final response, and we are regulated by the Financial Conduct Authority (FCA), you may be eligible to escalate your complaint to:
Financial Ombudsman Service (FOS)
Website: https://www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post: Exchange Tower, London, E14 9SR
If we are not FCA-regulated, you may still seek legal advice or assistance from a consumer rights body such as Citizens Advice.
6. Recording and Monitoring
We log all complaints to ensure continuous service improvement. Complaint data may be reviewed by management to identify trends and implement training or policy updates.
7. Privacy
All complaints are handled in line with our Privacy Policy, and your personal data will be protected throughout the complaint process.