Complaints Procedure

All complaints will be dealt with fairly and effectively. How to make a complaint

Contact us:

  • By email at
  • Your name and address
  • Your Care About Money client reference number
  • Your daytime phone number
  • A clear description of your complaint or concerns
  • Details of how you would like us to rectify the situation

What we will do

We will try to resolve your complaint within three business days of receipt. If this is achieved we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If it is not resolved, we will acknowledge your complaint in writing within 5 working days of receipt.

Keep you updated with our progress

We aim to resolve complaints within 4 weeks. If we are not able to do so, you will be kept fully to date

Once an assessment and full investigation of your concerns have been made, we will send you a final response letter within eight weeks.

If you are dissatisfied with our response

If you still remain dissatisfied with our final response or eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint.

The Financial Ombudsman Service provides a free independent service for customers to solve disputes with financial companies. They will only deal with your complaint if you have given us the opportunity to resolve the situation first, so please contact us and we will do all we can to help you.

Contacting the Financial Ombudsman Service (FOS).

  • Post: The Financial Ombudsman Service, Exchange Tower, LONDON, E14 9SR
  • Phone: 0845 080 1800
  • Website: