Complaints Procedure

Our aim is to provide a premier service, ensuring your customer journey and experience is one to remember. We pride ourselves on educating our clients on all solutions and empowering them to make an informed decision for themselves, whilst we are regulated to advise on the best solutions to suit your needs and situation.

If you are unhappy, for any reason, with our service or your experience we would welcome your feedback and the opportunity to put things right.

We are passionate about our service and want to ensure we are providing a stress-free journey and so we welcome your comments, empowering us to make the service the best it can be.

If you have a complaint

We want to hear from you, we are committed to resolving all concerns as a matter of urgency.

Please contact using the details below speak to the complaints manager.

Tel Direct: 01772 348 082
Call (mobile friendly): 0330 022 7520

Email: complaints@consumermoneyworries.co.uk

Write to us:

The Old Docks House
Watery Lane
Preston
PR2 1AU

Consumer Money Worries are keen to hear your feedback and are committed to ensuring your concerns are rectified in a professional manner.

We may request you put your concerns in writing to complaints@consumermoneyworries.co.uk, allowing us to complete a comprehensive investigation into your concerns. We will verbally acknowledge your concerns immediately and will commit to responding in writing within 5 working days. We are committed to resolving your complaint, should further investigation be appropriate we will provide you with a final response letter, no later than 8 weeks after the date you lodged the complaint.

If you are not satisfied with our final response

The Financial Ombudsman Service

If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, their contact details are below. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

Alternatively, you can obtain a copy from:

Financial Ombudsman Service, Exchange Tower,
London,
E14 9SR

www.financial-ombudsman.org.uk

Or by Calling: 0800 023 4 567 – calls to this number are now free on mobile phones and landlines
Or 0300 123 9 123 – calls are charged at the same rates as 01/02 numbers on mobile tariffs
Or +44 20 7964 0500 if you are calling from outside the UK