Complaints – Money+Advisor UK

Complaints

If you wish to register a complaint, below the following methods:

Complaints received by letter

All complaints received by letter should be forwarded to the Complaints Officer for a written response.

Address:

Money+Advisor UK

2nd Floor Oakhill Court, 171 Bury New Road, Prestwich, Manchester, M25 9ND

Complaints received by email

Email complaints@money-plus-advisor.co.uk

All complaints received by email should be forwarded to the complaints email complaints@money-plus-advisor.co.uk by email and flagged as high importance.

Complaints received by telephone

Telephone number: 0161 413 3519

All complaints received by telephone should be handled with courtesy. If there is doubt that the call is a complaint, the customer should be asked if they wish their call would be logged as a complaint. Details should then be forwarded to complaints@money-plus-advisor.co.uk or the Money+Advisor UK Complaints Officer.

All complaints are recorded on Our Complaints Log.

Upon receiving the complaint, the complainant will be sent a prompt written acknowledgement providing early reassurance that the complaint has been received and is being dealt with. The complainant will be kept informed of the progress of the measures being taken for the complaint's resolution.

We will aim to send the complainant a written statement providing the findings within four weeks of receipt of the complaint.

If the complaint is more complex, an explanatory holding response will be sent advising that additional time is required to investigate the complaint. Money+Advisor UK Complaints Officer will provide a final response within eight weeks or a further explanatory letter advising of the details for the further delay. This letter will inform the complainant that he is entitled to contact the Financial Ombudsman Service (FOS) if he is not satisfied with the delay.

Where complaints are resolved by the close of the third business day, a summary resolution communication will be sent promptly to the complainant.

Once the complaint has been investigated to a standard we are satisfied with, the findings will be reported to the complainant and the complainant's response will be retained.

We will keep a record of each complaint received and the measures taken for its resolution, and retain that record for a minimum period of:

At least 5 years where the complaint relates to MiFID business; and
Three years for all other complaints.

The final response letter sent to the customer will give the address and other contact details of FOS and include a copy of the FOS's standard explanatory leaflet so that if the complainant is unsatisfied with the resolution of the complaint, he has the opportunity to pursue the complaint via the FOS scheme within six months of the date of the final email received from us.

For further information on the FOS, please see: http://www.financialombudsman.org.uk/

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Note: The Ombudsman will not consider a case that has not first been referred to the Firm in the first instance.

Whether considered significant or minor, all complaints will be reported to Money+Advisor UK Officer (complaints@money-plus-advisor.co.uk) and logged using the Complaints Log. The record will detail the Firm's response and any action taken. Action taken will be recorded on the Complaints Rectification Log. This will be monitored and provide Management Information where any recurring issues will be identified and resolved.

ALWAYS SEEK ADVICE FROM A QUALIFIED MORTGAGE PROFESSIONAL.

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

The Financial Conduct Authority does not regulate some forms of buy-to-let mortgages.

Should you consider the debt solution as more suitable, you can get in touch with Money Helper. This independent service has been established to help individuals manage their finances and provides free debt advice. If you click this external link to the Money Helper you will leave the website of Money+Advisor UK and we cannot be held responsible for the content of this external website.

Money+Advisor UK is a trading name of CH Finance (UK) Limited. Registered address: CH Money, 2nd Floor Oakhill Court, 171 Bury New Road, Prestwich, Manchester, M25 9ND.

CH Finance (UK) Limited is a limited company registered in England and Wales, Registration number 10924999. Licensed by the Information Commissioner's Office Under the Data Protection Act Registration Number ZA274068. CH Finance (UK) Limited is an Appointed Representative of Clarke Hendrik Group Ltd, which is Authorised and Regulated by the Financial Conduct Authority, Firm Registration Number 982714.

CH Finance (UK) Limited FCA Registration Number: 788035.

CH Finance (UK) Limited will call you to complete an initial basic fact-find, and based on your criteria, we will introduce you to an FCA-regulated broker who will provide you with advice in the area you need. Should you proceed with any solution, CH Finance (UK) Limited will receive a commission from the FCA-regulated broker upon the successful completion of your case.

Calls to and from CH Finance (UK) Limited may be monitored and recorded for record-keeping, supervisory, training, and quality assurance purposes.

An example of a mortgage broker fee is £995, which may be higher than this, depending on the case's complexity. An example of a mortgage broker's maximum fee is 2% of the loan amount, which is capped at £2995 for complex mortgage cases. More complex cases include but are not limited to, adverse credit, debt consolidation, divorce/separation, help to buy/shared ownership and gifted deposits. For a complex case fee example, for a £150,000 mortgage, the fee would be 2%, which is £2,500. A broker will always discuss and agree on any fee before the commencement of any work, and this will be made clear to you. Any broker fee is payable only upon completion of a mortgage (This may include adding the fee to the mortgage where requested by the client). If your mortgage case does not complete, then there will be no fee payable.

The guidance and/or advice on this website is subject to the UK regulatory regime and is therefore restricted to consumers based in the UK.

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request, and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4 567.