Unfortunately the digital process will not work with Javascript disabled. You can find out more on how to enable javascript by clicking here.

FREE PPI CHECK *

PPI CLAIMS DEADLINE
29th Aug 2019

Our Complaints Procedure

How to Make a Complaint

Download Compliants Procedure PDF

We want you to be happy with the service provided, and our aim is to provide an excellent service to all of our customers, but we recognise that things can occasionally go wrong. We take all complaints seriously and aim to resolve them swiftly.

How to complain

Complaints may be made via telephone to 01925 552 923 or 0800 103 2615 via email to complaints@moneymt.co.uk OR; in writing to the below address, in respect of a service that we have provided or failed to provide under the Compensation Act 2006

Money Management Team – Complaints Team
Ribban Court,
20 Dallam Lane,
Warrington, Cheshire
WA2 7NG

Procedure

If your complaint is resolved by the close of business 3 working days following receipt, you will receive confirmation of this along with your rights for further escalation should you subsequently remain dissatisfied.

If your complaint is not resolved within the above timeframe the following process will be followed

  1. Money Management Team will send you written or electronic acknowledgement of a complaint within five business days of the receipt of the complaint, identifying the person who will be handling the complaint. This will include a copy of our internal complaint procedure. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint.
  2. Within four weeks of receiving the complaint, we will send you either:
    • A final response adequately addressing your complaint points; or
    • A holding response, which explains that we are not yet in a position to provide you with a final response. It will also give you an indication of when you should expect to receive your final response.
  3. . Within eight weeks of receiving the complaint, we will send you either
    • A final response adequately addressing your complaint points; or
    • A response which explains why we are still not in a position to provide a final response; this will give you reasons for the further delay and will give you a further date when to expect a response. At this stage the letter will advise that you may refer your complaint to the Claims Management Ombudsman if you are dissatisfied with the delay.
  4. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible, and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.
  5. The Claims Management Ombudsman (CMO) can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Claims Management Ombudsman this must be done within six months of our final response to your complaint
  6. If you are not satisfied with our final response, or if a complaint is not resolved after eight weeks, you may refer your complaint to:

For Reclaims Services complaints

Claims Management Ombudsman Service (CMO)

If you wish to refer your complaint to the Claims Management Ombudsman this should be done within six months of the date of your final response, or if your complaint is not resolved after 8 weeks

Claims Management Ombudsman
Exchange Tower
Harbour Exchange
London
E14 9SR.

Website: https://cmc.financial-ombudsman.org.uk/
Tel: 0800 0234567

Complaining about how your personal data is used

In the event that you wish to make a complaint about how your personal data is being processed by Money Management Team Ltd or third parties, or how your complaint has been handled, you have the right to lodge a complaint directly with the supervisory authority and Money Management Team Ltd’s data protection representatives.

How to complain
Telephone: 0800 103 2631
Email: to dpo@moneymt.co.uk

By Post: 
Data Protection Office
Money Management Team – Complaints Team
Ribban Court,
20 Dallam Lane,
Warrington,
Cheshire
WA2 7NG

Complaints will be resolved within one month and appeals on the handling of complaints will be resolved within one month.

Your referral Rights

By Post:
Information Commissioner
Information Commissioners Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Email: n/a

FREE PPI CHECK* FORM

PPI Check Process Steps

1. We call you to start your PPI Check & Complete Forms

For us to proceed with your FREE PPI Check**, we will need to speak with you to confirm some details, including your FULL NAME, DATE OF BIRTH, and ADDRESS DETAILS (CURRENT AND PREVIOUS). We will also discuss which lenders we can investigate for you.

Once we have set up your PPI Check, we will post forms out for you to read, sign and return to us. You can call us on 01925 552 923 if you notice any details need changing.

2. You Sign, Date Documents & FREEPOST Back to Us

Sign and date the forms and return to us in the free post envelope provided – no stamp required!

3. Your PPI Check(s) are Registered with Lender(s)

We register your PPI check with your lender.

On average, a response will be issued within 6 weeks from your PPI information check being sent to your lender, although timeframes vary dependent upon the lender.

4. The Lender(s) Locate & Verify Account Information

If your lender cannot locate you or requires verification in order to release details, we will be in contact to obtain some further details of you in order for us to return them to complete the check.

5. Account(s) & PPI Status Confirmed by Lender(s)

Once you have been located/verified, your lender will return to us with confirmation of all accounts you have held with them for as far back as their records go. They will also confirm the PPI status of each account.

6. PPI Check Outcome(s) & Options Are Discussed With You

  • If you have not paid PPI, we will contact you to advise you of the same.
  • If your lender is unable to confirm whether PPI is on a particular account – we will contact you to advise you of your options moving forward on the possibility of presenting your claim for your refund.
  • If PPI is located on your account – we will again contact you to advise you of your options moving forward on presenting your claim for a refund.

  • A Special Note For Multiple PPI Checks

    If you have multiple checks with us for multiple lenders, the time-frames of responses from lenders may vary, however we will always ensure that we advise you of which lender correspondence refers to and be available for support and guidance throughout this process on 01925 552 923, should you so require.

    PFCA MEMBER

    PPIClaims.com is a trading style of Money Management Team Ltd. Money Management Team is a member of the Professional Financial Claims Association (PFCA).
    We comply with the PFCA Code of Practice

    HELP FROM OTHER ORGANISATIONS


    You can submit a claim directly to the lender yourself for no charge. You can also approach the Financial Ombudsman Service and Financial Services Compensation Scheme for free to review your case, providing it falls within their remit and you have approached your lender first.