Complaint Handling Procedure
How we deal with your enquiries and complaints
Our aim here at Money Hotline is to always provide a high quality service for all our customers but we recognise that things unfortunately do go wrong occasionally.
We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly (within the terms of current regulations).
We recommend that the sooner you bring any concerns to our attention the sooner we can resolve it.
On receipt of your complaint (whether received by letter or online) the matters raised will be investigated by our Customer Services Department who can help you further.
The complaints handling procedure
Money Hotline feel that keeping our customers informed is vital and have in place a monitoring system to check progress.
Action we will take:
- Acknowledge your complaint promptly either by post or email.
- Advise you who is investigating your complaint.
- Carry out a thorough investigation into the matters you have raised and instigate action.
- Ensure that all correspondence is in clear English.
Complaints time frames:
We will send an electronic acknowledgement of your complaint within five business days of receipt, giving the name or job title of the individual handling your complaint, together with details of the business’s internal complaints handling procedures.
Within four weeks of receiving your complaint we will send you a final response; or confirm if we are not yet in a position to resolve your complaint and let you know when we will make further contact.
Within eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint (including contact details for the Legal Ombudsman should you wish to make a complaint to them); or
b) a response which:
i. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response;
ii. Informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the response, the timeframe for doing so and full contact details.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –
PO Box 6804
Tel: 0300 555 0333 (Opening Times Mon – Fri 8.30 – 5.30)
Any complaint must be referred to the Legal Ombudsman within six months of the date of our written final response.
Methods of communication:
By post: SZ Media Limited, Meridien House, 69-71 Clarendon Road, Watford WD17 1DS
By email: firstname.lastname@example.org
By Telephone: +44(0)1923 797 300