Complaints Guide - Moneyway - Flipbook - Page 3
IF YOU HAVE A COMPLAINT, LET US KNOW AS SOON AS POSSIBLE
complaints@securetrustbank.co.uk
www.moneyway.co.uk/complaints-andresolutions
0345 111 7125*
*Calls may be recorded for training and monitoring
purposes
Customer Resolutions
Moneyway
Yorke House
Arleston Way
Solihull
B904LH
OUR COMPLAINT HANDLING
PROCESS
We aim to resolve your complaint by the end of three
business days after the day of receipt. (Business days
are Monday – 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.
• Your name, address and contact phone
number
• Your account details, if you are a V12
Vehicle Finance 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
We will keep you updated on the progress of our
investigation by four weeks if we have been unable to
complete our investigation by then.
EIGHT WEEKS
If by eight weeks we have not completed our
investigation, we will write to you again to explain why
there is a delay and confirm when we expect to send
you a final response.
YOUR RIGHTS
FULL INVESTIGATION
Some complaints are more complex than others and
can time more time to fully investigate.
What we will need to know:
FOUR WEEKS
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.
Should you remain dissatisfied with our final response,
you may be eligible to take your complaint to the
Financial Ombudsman Service.
You can ask the Financial Ombudsman Service to look
into your complaint for you. This is a free, independent
service forThis
resolving
between
and
leafletdisputes
explains
what tocustomers
do if
financial institutions.
you have a complaint and what
you can expect if you complain to
We will explain how you can contact them and provide
Yourcontaining
feedbackfurther
gives us
the
you with aus.
leaflet
information.
You
chance
to
put
things
right
and
will have six months from the date of our final response
improve
ouryour
service
to you and
to ask them
to review
complaint.
other customers.
RESOLVING YOUR COMPLAINT
Where we have agreed a resolution, we aim for
matters to be finalised as soon as possible.
Company Confidential
