The Money Platform is committed to providing high-quality services to all its customers. However, the business recognizes that there may be occasions when its customers may feel that the level of service or the products provided fall short of their expectations. This Complaints Policy is designed to ensure that any complaints are handled fairly, promptly, and in accordance with the requirements set out in the FCA Handbook and Financial Ombudsman Service guidelines.
This policy applies to all complaints received by The Money Platform from its customers, including borrowers, lenders, and other stakeholders.
A complaint is defined as any expression of dissatisfaction, whether oral or written, about the provision of, or failure to provide, a financial service or a redress determination, which:
Customers can make a complaint through the following channels:
The Money Platform will acknowledge receipt of the complaint promptly and in writing, within 3 business days of receiving it. If the complaint has been resolved within 3 business days, the business will issue a summary resolution letter.
The Money Platform will thoroughly investigate the complaint. This may involve reviewing relevant documents, speaking to employees, and if necessary, contacting the complainant for additional information.
The business aims to resolve complaints as swiftly as possible. However, some complaints may require a more detailed investigation, in which case it will keep the complainant informed of the progress.
The Money Platform will send a final response to the complainant within eight weeks of receiving the complaint. The final response will:
If The Money Platform is unable to provide a final response within eight weeks, it will send an interim response explaining the reasons for the delay and indicating when the business expects to be able to provide a final response.
If the complainant is dissatisfied with The Money Platform’s final response, or if it has not provided a final response within eight weeks of the complaint, the complainant has the right to refer the complaint to the Financial Ombudsman Service.
Contact details:
The Financial Ombudsman ServiceTelephone: 08000 234 567 or 03001 239 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
The Money Platform will maintain a record of all complaints received and the measures taken for their resolution. These records will be kept for a minimum of nine years from the date of the final response.
The Money Platform will regularly review and analyse complaints data to identify trends and areas for improvement. This information will be reported to senior management on a regular basis and used to enhance its products, services, and customer experience.
All staff members are trained to handle complaints in accordance with this policy. This training ensures that employees understand how to identify complaints, the importance of customer feedback, and the procedures for resolving complaints effectively.
This Complaints Policy will be reviewed annually, or more frequently if required, to ensure it remains compliant with regulatory requirements and continues to meet the needs of The Money Platform’s customers.
Loans are subject to status and affordability. Over 20 years only.
The Money Platform is a trading name for Gracombex Ltd (company no. 9413521) and our registered offices are at:
Wework Swan House, 33 Queen Street, London, EC4R 1BR.
Gracombex Ltd is authorised and regulated by the Financial
Conduct Authority (Ref. 716455).
Data Protection Registration Number ZA099774.
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