Complaints Procedure

 

At Money Advice Expert each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.  In the event that you do wish to make a complaint, please write to:

Complaints,

Money Advice Expert Ltd

Metropolitan House

Station Road

Cheadle Hulme

SK8 7BS

 

complaints@moneyadviceexpert.co.uk

Money Advice Expert Complaints Procedure

1. We will acknowledge your complaint within 5 working days of receipt of your complaint.

2. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4. If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can submit a complaint through the Insolvency Practitioners Complaints Gateway which is run by the Insolvency Service.

For England and Wales cases the Gateway is located at:

http://www.gov.uk/complain-about-insolvency-practitioner

For Northern Ireland cases the Gateway is located at:

https://www.economy-ni.gov.uk/articles/making-complaint-against-insolvency-practitioner

Alternatively you may write to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA or by calling the Insolvency Service Enquiry Line on 0300 678 0015.

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