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Complaints Policy

Complaints Policy

The following complaints procedure is made available to every customer upon request, is published on the company’s website, and is included in summary form in our customer documentation.

 

We are committed to resolving complaints as quickly as possible. In the unlikely event that you wish to make a complaint, please put this in writing and send it to the following address: Moneyworries.net, Marnshaw House, Warrington Lane, WA13 0SW, or email admin@moneyworries.net

 

Our aim is to acknowledge receipt of your complaint and resolve this within three working days; If we are still investigating your complaint after 4 weeks, we will explain to you the reasons why and indicate when you can expect a full and final response.

 

We should have finalised our investigation and issued our final response within a maximum of 8 weeks. When we have completed our investigation, we will send you a final response letter. The letter will detail the investigation and our findings. It will also confirm our conclusions and whether the complaint has been upheld, partially upheld or not upheld and explain any action being taken or that has been taken to correct the problem that led you to complain.

 

What we need from you:

 

  • Your full name
  • Your address
  • Contact telephone number
  • Full details of your complaint
  • Your reference number
  • Other details of what you would like us to investigate
  • Any further evidence that you feel is relevant

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to – The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

 

If you want the Financial Ombudsman Service to investigate your complaint, you can do so free of charge, but you must contact them within six months of the date of any final response issued. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.

 

The Insolvency Practitioners Association (IPA) is the regulatory body for all the Insolvency Practitioners. The IPA promote and maintain high standards throughout the insolvency industry and undertake regular monitoring visits to each member to ensure that all Insolvency Practitioners act in line with the insolvency rules, relevant legislation, the code of ethics and best practice guidelines.

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