Money wiseQuoteMe

Complaint Procedure

Our Complaints Policy

We aim to provide a prompt and efficient response to all our clients' insurance needs. If you are dissatisfied with any aspect of our service we endeavor to ensure that the matter is investigated quickly and independently and to remedy any shortcomings as soon as possible.

Making A Complaint

You may make a complaint in writing (by facsimile, letter or email) or by telephone, in the first instance to your usual contact or to our Compliance Officer, as follows:

  • By Post: Moneywise Investments Plc T/as, 442 Romford Road, London E7 8DF
  • By Phone: 020 85525521
  • By Fax: 07005 800 126
  • By Email:

How We Handle Complaints

We decide whether your complaint should be dealt with by us or whether it should be directed to another party. If it should be re-directed, we will do this on your behalf within 5 business days and, by way of what will constitute our final response, tell you to whom it has been re-directed and why.

Otherwise, we will try and resolve your complaint by the end of the following business day. If this is not possible, your complaint will then be passed to one of our senior managers who is not involved in the matter or if appropriate, our Compliance Officer.

We undertake to:

  • Acknowledge receipt of your complaint in writing within 5 working days.
  • Investigate and respond to your complaint with a proposed solution, where appropriate, within 28 days of the date of your complaint; or
  • Within the same timescale if appropriate, write to you explaining the reasons why we need further time to investigate the matter you have raised.
Our aim is to fully investigate your complaint and give you a final response within 8 weeks. This may not be possible and if so, we will write to you with a detailed explanation of the reasons for any continuing delay

If You Disagree With Our Proposals

We operate a two-tier internal complaints handling procedure. If you are dissatisfied with our final response, you may refer the matter to our Chief Executive Officer at the address above or, using the following contact details:

Tel: 020 85525521
Fax: 07005 800 126

The Financial Ombudsman's Service

If you are dissatisfied with our response or if we cannot reach a conclusion within 8 weeks we will tell you how to refer the matter to the Financial Ombudsman's Service (FOS) if you are eligible to take that course of action.

You are eligible if you:

  • Bought an insurance policy from us that was not connected with your trade or profession.
  • Are a business which, at the time of complaint, has an annual turnover of less than £1,000,000.
  • A Charity which, at the time of complaint, has an annual turnover of less than £1,000,000.
  • A Trust that, at the time of the complaint, has a net asset value of less than £1,000,000.
Once we have given you our final response, you are allowed 6 months from the date of our final response to refer the matter to the Financial Ombudsman's Service

If We Do Not Hear From You

If we receive no reply to our final response to your complaint within 8 weeks of that response (whether or not it is from our Chief Executive Officer), we are entitled to, and will, treat your complaint as closed.

Learning From Our Clients' Feedback

We strive to improve our service at all times. We will ensure that the lessons learnt from your feedback are incorporated into our internal monitoring systems to reduce the possibility of recurrence.