Complaints Policy

We're sow-rry you're disgruntled. We're in the business of customer service so it's our mission to always put you first. If you feel our level of service has slipped, we'd like to know about it so that we can put it right.

Here's how to make a complaint to us

Please send us full details of your complaint, along with details of how you'd like us to fix it. Please include any relevant information you think will help us resolve your complaint.

By Email:

complaints@oinkmoney.com

In Writing to:

Compliance Manager
Oink Money
Oxford House
Oxford Road
Macclesfield
SK11 8HS

Or alternatively please email: complaints@oinkmoney.com

How long will it take?

Your complaint will be acknowledged in writing within 5 working days of receipt. We will do our best to resolve your complaint as quickly as possible.

Sometimes it may take longer to fully investigate and if a complaint is particularly complex, it may take longer to resolve. We will always try our best to respond to your complaint as quickly as possible and we’ll send you our final response no later than 8 weeks from when you first complained. If we can’t complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint or are not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service.

Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

Financial Ombudsman Service (FOS)

If you want the Financial Ombudsman to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:

The Financial Ombudsman Service
Service Exchange Tower
London
E14 9SR

Telephone

0800 023 4 567 (calls to this number are now free on mobile phones and landlines) 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)

Email

complaint.info@financial-ombudsman.org.uk

In relation to your complaint, you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/