Complaints Policy

We always endeavour to make sure that you are happy and that your loan runs smoothly, however if anything goes wrong we are here to help…

If any of our customers ever have a complaint, we want to know about it as it provides a chance to potentially improve our service for everyone.

If ever a customer has a complaint, they can contact us by telephone, email, letter or fax. Please see our contact details below:

Compliance Department

AutoMoney t/a Mobile Money Limited
Unit 1b,
Brooklands,
Redditch,
Worcestershire,
B98 9DW

Make a Complaint

Tel: 0808 132 1001

Fax: 01527 547 405

We try our best to resolve your complaint over the telephone. You will receive a Summary Resolution Communication if we have been able to resolve your complaint within three working days. This is a letter which will let you know your complaint has been resolved and will tell you about the Financial Ombudsman Service (FOS).

If we cannot resolve your complaint within three working days we will send you a written acknowledgement letter. The issues you have raised will be investigated by our Compliance Team and once they have completed the investigation you will receive a written response. This response will detail the investigation that has taken place and the reasons for any decision made regarding the complaint. You will receive this letter within eight weeks of raising our complaint.

If we are unable to send you a final response within eight weeks of you raising the complaint, we will let you know and give you a time by which we expect to respond. Should this happen, you may then refer your complaint directly to the FOS.

In the event you are not satisfied with our final response to your complaint, you may refer the complaint to the FOS. Our Compliance Team can provide you with the contact details of the FOS and answer any questions you have about raising a complaint with them. You must refer your complaint to the FOS within six months of receiving a final response letter from us.

The Financial Ombudsman Service

The scheme is restricted to personal customers and businesses with an annual turnover of less than £1 million, referring a complaint to the FOS is entirely free of charge.

The FOS are in place to assist in resolving complaints when the internal complaints procedure of a business is unable to resolve a complaint to customers satisfaction. The FOS are also able to investigate complaints when a final response has not been provided within the stated timeframes.

We will provide you with further details about the FOS on request, alternatively, you may contact the FOS directly:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123

Email: complaint.infor@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

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