Complaints Procedure

Making a Complaint

Providing the best service we can is important to us and we recognise the importance of listening to complaints and making changes where needed.

If you are unhappy with our services, you can let us know by:

Talking to our Loan Advisors

Phone us on 0345 643 1553.

Putting your complaint in writing

Fill out our complaints form or you can write to us at Moneyline, The Globe Centre, St James’ Square, Accrington, Lancashire. BB5 0RE or email us at headoffice@moneyline-uk.com.

What happens next

We will try to find a solution and will be in touch with you as soon as possible. Where we have not solved your complaint within 3 working days, it will be passed to our Customer Care Team. Once we have looked into your complaint, we will write to you with our response explaining our findings.

If we require any further information from you, we will be in touch, sometimes it may take a little longer to resolve matters – if this is the case, we will keep you updated on our progress.

 

If you are still not satisfied

If you are still not satisfied If you are unhappy with how we have handled your complaint or the final outcome, you may contact the Financial Ombudsman Service.

You must send your complaint to them within 6 months of the date of our final response.

Financial Ombudsman Service,
Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567
Email: complaints.info@financialombudsman.org.uk