Complaints Policy Statement
It is always our intention to provide an excellent service at all times, but occasionally we may not always get things right.
A complaints procedure has been set up for people who feel dissatisfied with the service.
You have a right to complain and have it investigated. Mooving Money Ltd aims to learn from any mistakes and the complaints procedure is seen as very important in the continuous improvement cycle.
How to Complain
If you are dissatisfied with the service we provide and wish to let us know, please feel free to contact our dedicated Customer Services Team who will do their best to resolve the issue for you. If they are unable to do so, they will note your concerns and pass the details to the Customer Relations Department for a full investigation.
By Telephone: 01554 833330
In Writing : please address all written correspondence to our Customer Services Team at :
Mooving Money Limited
16 Sandfield Road, Burry Port, Dyfed, SA16 0LL
Please note: Additional personal information should not be included in email messages for security reasons. To help us investigate and resolve any issues that you may have please provide the following information:
Your full name
Date of birth
Daytime telephone number
Full details of your concern
We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within five working days we will write to you and provide you with the following information:
- Who is dealing with your complaint
- When we will contact you again
We will ensure that you are kept informed until your complaint has been resolved.
If your complaint is particularly complex, it may take longer to resolve. If a resolution has not been reached by the end of eight weeks we will send you a final response letter. This will explain our final position.
At this stage, you will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information please refer to www.financial-ombudsman.org.uk if you are not satisfied.
If you feel that we have not resolved the situation to your satisfaction, please contact the department that handled your concerns. Together, you can then agree on what to do next. If you are still dissatisfied, you can request a review from the Financial Ombudsman service.
They can be contacted by post at :
The Financial Ombudsman Service, Exchange Tower London E14 9SR
Telephone: 0800 023 4567. Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile telephone.
Telephone: 0300 123 9123. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.