Complaints procedure

Looking after you when things go wrong

We do our best to deliver outstanding customer service all the time – even when things go wrong. If your experience with us doesn’t live up to your expectations, then please let us know so that we can try and put it right.

We take all complaints and issues seriously, and we’ll do everything in our power to fix the problem.

Contact us via:

• In writing – Write to On The Money Complaints, Parkway House, 28 Avenue Rd, Bournemouth BH2 5SL
• By e-mail –
• By Telephone – 0820 131 0080

What we’ll do next

If we can fix your complaint straight away, we will.

If we can’t, we’ll acknowledge your complaint in writing within five days of receiving it and appoint a member of staff to investigate it.

No being passed around different departments, no getting a different story each time you call – you’ll deal with one person, who will stay in touch with you as they work hard to find a solution.

We aim to resolve your issue in four weeks, at which point we’ll send you a final response. If we can’t fix things in that time, we’ll send you an update instead, with a final response to follow after eight weeks instead.

If we can’t send you a final response in that timeframe, we’ll provide a further update and let you know when you can expect it.
If you don’t receive your final response within eight weeks of us receiving your complaint, or you are dissatisfied with it (or any other part of the process) you can write to:
Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR
7654 320 0080

You must refer your complaint to the FOS within six months of the date on the final response.