Feedback and complaints

We value your feedback

We always welcome feedback from our customers so we can understand how we can improve our products, processes and service.

Shortly after you start your agreement, we’ll invite you to review your experience. We’ll also send you surveys at various points of your journey with us, for example after you’ve called us.

If you ever want to give us additional feedback, please email us at feedback@moneybarn.com

Making a complaint

We strive to offer the highest level of customer service and we take any concerns you have seriously. If you’re unhappy about our service or your agreement, and wish to make a complaint, please get in touch using any of the contact methods shown on this page, and we will investigate fully and respond to you.

If you need to raise a complaint, please try to give us as much detail about your concerns and supply any evidence you feel supports your complaint, as that will help us to fully investigate and respond to your concerns more quickly.

Phone

0330 555 1230

8am-6pm Monday to Friday, 9am-5.30pm Saturdays.

Email

complaints@moneybarn.com

Write

Athena House, Bedford Road, Petersfield, Hampshire, GU32 3LJ

Online

Register for or log into our My Moneybarn customer portal – www.moneybarn.com/my-moneybarn

Social media channels

If you would like to make a complaint through social media, then you can do either through Facebook or Twitter.

What will happen when you raise a complaint?

If your complaint is about a service issue: When we receive a service complaint, we’ll aim to resolve it within 3 working days if we can. If we can’t agree an early resolution, your complaint will be escalated for further investigation via our formal complaints process. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.

If your complaint is about a vehicle quality issue: When we receive a complaint about vehicle quality issues, we will notify the finance broker, and/or vehicle dealership as applicable to begin investigating the complaint. We’ll write to you to acknowledge we’ve raised your complaint and explain the next steps and timescales.

Timescales for complaint resolution: Your dedicated complaint officer will investigate your complaint fully and ideally write to you within 4 weeks to confirm their findings and a resolution. If at the 4 week point we need more time to further investigate your complaint, we will send you a holding letter confirming this. As soon as we’re confident after that point that we can give you a considered and unbiased decision, we will send you a final response letter. We will do this no later than 56 days (8 weeks) from when we received your complaint. If there are exceptional circumstances which mean we’ll need to continue investigating your complaint beyond the 8 weeks, we will confirm this in writing and you can refer to the Financial Ombudsman Service (FOS) at that stage if you need to (see more information about the FOS further down on this page).

Already made a complaint?

As we fully investigate and seek to resolve your complaint, we’ll write to you at each appropriate stage or when we have a major update to confirm what is happening. We may need to contact you throughout the complaint investigation, either to ask you to provide further information or to provide an update.

If you need to contact us at any stage for an update, or to provide us with more information or evidence which will help us to more fully investigate and respond to your concerns, please get in touch with your dedicated complaint officer using any of the following contact methods: Email – complaints@moneybarn.com, Phone – 0330 555 1230, or Write to us at – Athena House, Bedford Road, Petersfield, Hampshire, GU32 3LJ.

Financial Ombudsman Service

Once we’ve issued a final complaint response letter, or if your complaint has been open for longer than 56 days, you can refer your complaint to the Financial Ombudsman Service (FOS) if you’re unhappy with our resolution. This must be within 6 months of our final complaint response or you may lose the opportunity to ask the FOS to review your case.

The FOS offer an independent arbitration service for consumers. You can contact the FOS by calling 0800 023 4567, online at https://www.financial-ombudsman.org.uk/ or by writing to: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

You can view their latest decisions by clicking here.

EU Online Dispute Resolution

Under EU regulation, from 15 February 2016, for products and services bought online you have the right to refer any complaint to the EU Online Dispute Resolution service (ODR) who can put you in touch with the right body to help resolve your complaint. You can access the ODR at this link: https://ec.europa.eu/consumers/odr

As we’re a UK Financial Services business, the ODR will refer you to the Financial Ombudsman Service (FOS) as the alternative dispute resolution body. The FOS will refer you to our complaints process, unless you’ve already been through this. So you might prefer to go straight to the FOS after you’ve been through our complaints process (see more information about the FOS above).

If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point: complaints@moneybarn.com