Feedback and complaints

We value your feedback

We are committed to providing the best customer service that we can and your feedback plays an important part in helping us to achieve this. Whether you wish to make a suggestion or simply pay us a compliment, we’re incredibly grateful for the feedback that we receive. To share your feedback, email us at feedback@moneybarn.com

 

office-talking

Making a complaint

We strive to offer the highest level of customer service and we take any concerns you have seriously. If you are unhappy about our service, we would like to hear about it. We aim to resolve any complaints we receive informally within 3 working days. However, if your complaint requires further investigation it will be escalated to our Complaints Team for review.

Already made a complaint?

We are committed to resolving complaints quickly and to our customer’s satisfaction but if we are unable to do so or if you are not satisfied with the result, you have the right to refer the complaint to the Financial Ombudsman Service. This must be within 6 months of our final response or you may lose the opportunity to ask them to review.

Under EU regulation, from 15 February 2016, for products and services bought online you have the right to refer any complaint to http://ec.europa.eu/odr (ODR) who can put you in touch with the right body to help resolve your complaint. As we’re a UK financial services business, the ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. 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

Moneybarn is a member of the Finance and Leasing Association and so if you are unsatisfied with the way that we are dealing, or have dealt, with your complaint, you are eligible to submit your complaint to the FLA for review. To do so, you can contact them on 020 7836 6511, or by visiting their website.

If you are unhappy with the service that Moneybarn has provided you can access the online dispute resolution via the link provided below.

http://ec.europa.eu/consumers/odr/

The Financial Ombudsman Service offer an independent arbitration service for consumers. You can contact them Monday-Friday between 8am – 8pm or on Saturday between 9am –  1pm in the following ways:

In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

By e-mail: complaint.info@financial-ombudsman.org.uk

By phone: 0800 023 4567

You can view their latest decisions by clicking here.

Contact Us

Opening times

9am - 5.30pm Monday to Friday

0330 555 1230

Email

feedback@moneybarn.com

complaints@moneybarn.com

Address

The New Barn, Bedford Road, Petersfield, Hampshire,
GU32 3LJ

Opening times

9am - 5.30pm Monday to Friday

0330 555 1230

Email

feedback@moneybarn.com

complaints@moneybarn.com

Address

The New Barn, Bedford Road, Petersfield, Hampshire,
GU32 3LJ

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