Our Commitment to You
We take great pride in our friendly approach to financial services and meeting the needs of our customers. In order to ensure that we continually meet the highest levels of service, we are committed to listening to your feedback and resolving any issues you may have, wherever we can.
If you are not satisfied with our service, we would like you to tell us your concerns. You can contact us by any of the following:
Visit your local store
Contact our Customer Care Line on 0844 8226133*. Lines Open: Monday to Thursday between 9:00am - 5:00pm, Friday 9:00am - 6:00pm and Saturday 9:00am - 3:00pm.
* Calls may be recorded for training and monitoring purposes. Calls to this number will be charged at a local rate and calls from mobiles may be considerably more. Contact your mobile provider for charges.
firstname.lastname@example.org. To protect your personal information we would suggest you follow our policy of not sending any details of a personal or sensitive nature by email.
Or write to us at:
Customer Relations Unit
The Money Shop Head Office
Castlebridge Office Village
1. If you contact us about any concerns and if we have been unable to resolve your complaint by the end of the following business day after we have received it, we will send you a letter to acknowledge receipt of your complaint. We will consider all factors you have raised and we may need to contact you for further information.
2. We will try to resolve your concerns as soon as we can and let you know what we are going to do to reach a satisfactory conclusion. Where we cannot resolve matters immediately, we will carry out an investigation and this will be detailed in a response letter to you. This letter is called the "Final Response".
3. The Final Response should be sent to you within 8 weeks from receipt of your complaint. If, we are not able to issue a response by this time, we will send you an update and let you know how you can refer your complaint to the Financial Ombudsman Service should you wish to do so. We will also enclose a leaflet explaining this process or for more information, please refer to www.financial-ombudsman.org.uk. However, in the meantime we will continue with our investigation and issue the Final Response as soon as possible.
If at any stage during our investigation you would like to escalate the complaint further, please let us know.
If your complaint relates to a Short-Term Loan, we are members of the Consumer Finance Association (CFA) who can also assist you. The CFA can be contacted in writing at the following address:
Consumer Finance Association, 78 Pall Mall, London, SW1Y 5ES
We are also members of the National Association of Pawnbrokers. Copies of their Codes of Conduct may be obtained from us.
What if you remain Dissatisfied?
If you are still dissatisfied after receiving the Final Response letter and if your complaint relates to the provision of credit or Western Union money transfer; you can refer your concerns to the Financial Ombudsman Service for an independent review.
You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our Final Response.
Their contact details are:
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Telephone: 0845 080 1800
If you have a loan outstanding with us and are experiencing financial difficulty then please contact us right away on 0800 3161414*. Please talk to us as there may be ways in which we can help you.
If you don't contact us and miss your repayment then you could incur a default fee and default interest as a result. Late payment could also negatively impact your credit rating and affect your ability to borrow from us and other lenders in the future.
You can also get free money and/or debt advice from debt charities like:
Step Change Debt charity
To find your local office, look in your phonebook
0808 808 4000
Money Advice Service
*Calls may be recorded for training and quality purposes. Call charges are free when calling 0800 3161414 from a landline but if you are calling from a mobile, you may be charged by your network supplier.
Citizens Advice Scotland
(0808 800 9060)