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 convenient methods:

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

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

● Your MoneyBoat loan account number
● Your full name, address and date of birth
● A daytime telephone number if we need to contact you about your complaint
● Your preferred method of response (i.e. in writing, by email or by telephone)
● A thorough description of what your complaint is about

After we receive your complaint, we will send you a written acknowledgment within 3 business days. Your complaint will be handled by our specialist complaints handling team.
We have up to eight weeks to provide our final response to your complaint, however we will endeavour to resolve it as quickly as possible.

Should we be unable to issue you with a final response within the first four weeks of the date your complaint is received, we will send an update outlining the date you can expect to receive your final response by.

It is important to note that whilst a complaint is being investigated, it remains the customer’s responsibility to ensure that payments are still being made towards any loan that has a balance outstanding, as per the terms of your agreement. As such collections activity will continue on any outstanding loan account.

WARNING – Late repayments can cause you serious money problems. For help, go to
www.moneyadviceservice.org.uk.

Once the final response is issued, if you remain dissatisfied with the manner in which your complaint was handled, you may have the right to refer your complaint to the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4567

You must refer your complaint to the Financial Ombudsman Service within six months of our final response. Visit the Financial Ombudsman Service for more information.

If you do not receive our final response letter within eight weeks from the date of complaint, you can refer your complaint to the Financial Ombudsman Service without it.

You can also raise a complaint online using the Online Dispute Resolution Platform.

Publication of Complaints Data
The Financial Conduct Authority (FCA) requires all firms regulated by them to publish complaints data summary information. The information is
published for set periods as detailed below. The FCA also requires firms to breakdown the nature of such complaints into product categories.
Currently all complaints received by MoneyBoat are credit related for the loan product.
Complaints Publication Report
Firm name:​ Evergreen Finance (t/a MoneyBoat)
Group:​ (if applicable): N/A
Other firms included in this report (if any):​ N/A
Period covered in this report:​ 1 July 2018 to 30 June 2019
Brands/trading names covered:​ MoneyBoat
Product/ Service Grouping Provision (at
reporting
period end
date)
Intermediation (within the
reporting
period)
Number of
complaints
opened
Number of
complaints
closed
Percentage
closed within
3 days
Percentage
closed after 3
days but
within 8
weeks
Percentage
upheld
Main cause
of complaints
opened
Credit related N/A N/A 1653 1625 N/A N/A 4.6% N/A