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 fill in our customer Complaint Form and either send it to us at, or post it to us at Moneyline (IPS) Ltd, The Globe Centre, St. James Square, Accrington, BB5 0RE. Alternatively, you can call us on0345 643 1553

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 acknowledgement 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

Thank you for choosing Moneyline. We are closed over the Easter Bank Holidays.
Our Easter opening times are – 
Friday 15th April – CLOSED
Saturday 16th April – 9am – 4:30pm
Sunday 17th April – CLOSED
Monday 18th April – CLOSED
Tuesday 19th April – 9am – 6pm

You can still call us on 0345 643 1553.
If you are an existing customer, you can manage your loan account using the existing customer page on the website or by downloading our app

Thanks Team Moneyline


Important Information

Moneyline will never ask you to make a payment before you have received your loan.

It has come to our attention that someone is sending out emails pretending to be Moneyline. These scam emails are asking people to make a payment upfront to get their loan.

If you have received any emails like this and you are not sure if they are real, please call us on 0345 643 1553 or email us at and one of our advisors will be able to help.

If you have think you have sent money to the scammers, please contact Action Fraud on 0300 123 2040 or visit

The Moneyline Team

Moneyline Privacy Policy