We're sorry if you are unhappy about the service we have provided.
This page explains what to do if you have a complaint and what you can expect if you complain to us. Your complaint gives us the chance to put things right and improve our service to you and other customers.
If you have a complaint, let us know as soon as possible.
How to contact us
Online: You can raise a complaint online.
Telephone: 0330 3031 286
Write to us:
What we will need to know
- Your name, address and contact phone number
- Your account details, if you are a Moneyway customer
- Exactly what has gone wrong, and how and when it happened
- Anything specific you would like us to do to put things right for you
Our complaints handling process
We will aim to resolve your complaint by the end of three business days after the day of receipt. (Business days are Monday to Saturday, excluding Bank Holidays).
If we are able to resolve your complaint within three business days of you first bringing the matter to our attention, you will receive a Summary Resolution Communication (SRC) letter in the post to confirm your complaint was dealt with to your satisfaction.
Resolving your complaint
Where we have agreed a resolution, we aim for matters to be finalised as soon as possible.
You can view and download our full complaints procedure by clicking the link below.
Complaints Procedure (PDF)
Some complaints are more complex than others and can take more time to fully investigate.
If we are unable to resolve your complaint within three business days, we will write to you to acknowledge your complaint by the end of five business days. We will confirm that we will be fully investigating your concerns, and advise when you can expect to hear from us again.
The investigation of your complaint will be undertaken by a member of staff who is unconnected with the subject matter of your complaint.
We aim to fully investigate and resolve your concerns as soon as possible.
We will keep you updated on the progress of our investigation. If we are unable to resolve your complaint after four weeks from when we receive it, we will write to you to provide an update.
If we have been unable to resolve your complaint after eight weeks from when we receive it, we will write to you again to explain why there is a delay and confirm when we expect to send you our Final Response. We will also confirm your right to forward your complaint to the Financial Ombudsman Service.
Resolution and final response
When we have completed our investigation we will write to you setting out the detail of your complaint, the findings from our investigation and how we propose to resolve your complaint. This is known as a Final Response.
We will also confirm your right to forward your complaint to the Financial Ombudsman Service.
If you agree with our proposed resolution, we will complete any agreed actions at the earliest opportunity.
Financial Ombudsman Service
If you remain unsatisfied following receipt of our Final Response, or we have not provided a Final Response within eight weeks from receiving your complaint, you will have the right to refer your complaint to the Financial Ombudsman Service (FOS).
You can ask the Financial Ombudsman Service to look into your complaint for you. This is a free, independent service for resolving disputes between customers and financial institutions. You should raise your complaint with us in the first instance. The Financial Ombudsman Service may refuse to review your complaint if we have not been given the opportunity to resolve it.
Financial Ombudsman Service