+44 203 818 7470 thecrew@moneyboat.co.uk

CUSTOMER COMPLAINTS PROCEDURE

We always endeavour to treat our customers fairly and deliver a high level of service. However, if you are not satisfied with the way your account has been handled, or with any other aspect of the service provided to you, please contact us using one of the following methods:

By phone:
+44 203 818 7470
By letter: 34 The Mall, High Street, Bromley, BR1 1TS, England
By email: complaints@moneyboat.co.uk

If you choose to write to us please ensure your correspondence includes the following details:

– Your Money Boat reference number
– Your full name and address
– A daytime telephone number if we need to contact you about your complaint
– Your preferred method of response (i.e. in writing, by e-mail or by telephone)
– A detailed description of what your complaint is about

We will endeavour to resolve your complaint within three working days, however if we are unable to do so, you will receive an acknowledgement to your complaint within seven calendar days.

Should we be unable to issue our final response within four weeks of the date your complaint is received, we will send you an update, outlining the date which you will receive your final response. We will issue our final response within eight weeks of the date that you raised your complaint.

If you remain unsatisfied with our final response, you have the option to complain to the Consumer Credit Trade Association, who operate an independent complaints procedure:

Consumer Credit Trade Association Complaints Conciliation Service
Airedale House
Aire Valley Business Park
Dowley Gap Lane
Bingley
BD16 1WA

Tel: 01274 714959
Fax: 01274 928365

If you have followed the above procedure and, in the unlikely event that you are still dissatisfied, you can escalate your complaint to the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Tel: 020 7964 1000 Fax: 020 7964 1001

You must refer your complaint to the Financial Ombudsman Service within six months of our final response. For more information on the Financial Ombudsman Service, please visit http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

You can also raise a complaint online using the Online Dispute Resolution Platform:
http://ec.europa.eu/consumers/odr/