Complaints Procedure

Our commitment to you

At Moneyto Ltd, every customer is important to us, and we believe you have the right to a fair, swift and courteous service at all times. Unfortunately, this sometimes does not happen, and we like to know about it.

The Moneyto Ltd Complaints Procedure

1. We will acknowledge your complaint by the end of the 3rd business day from the date of receipt of your complaint [email protected] or call / write to our office to the following details: 25 Cabot Square, Canary Wharf, E14 4QZ, London, United Kingdom, +44 (0) 2032912628.

In most cases we shall endeavour to have resolved your complaint.

2. We will investigate your complaint and endeavour to send a final response to you within 15 working days of receipt of your complaint. In the unlikely event that we are unable to provide you with a final response within this time, we will send you an update.

3. We will endeavour to send a final response to you within 35 business days of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4. If more than 35 business days from the date of your complaint have passed, and you have not received our final response, or you are dissatisfied with the final response you have received (at any stage of the process) you may have the right to ask the Financial Ombudsman Service to review the matter. Please write to:

   Financial Ombudsman Service (FOS) South Quay Plaza,
   183 Marsh Wall,
   London,
   E14 9SR,
   or telephone 0845 080 1800

Or email them at [email protected]

Or go to their website at financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.