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Complaints Handling Procedure

We strive to provide an unrivalled, outstanding, simple and first class standard of service to those seeking financial help. Our customers are at the heart of everything we do and we pride ourselves on providing the highest level of service, but we understand that sometimes this level of service could slip. So if there is something that you are not happy with then let us know.

Our complaints procedure is as follows:

Please send us your details, a description of your complaint and how you think we can resolve it, and any other relevant information.

In writing to: The Compliance Manager

Monevo Limited

Oxford House

Oxford Road

Macclesfield

Cheshire

SK11 8HS

By email: compliance@monevo.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.

If you want the Financial Ombudsman Service to consider your complaint, you must send your complaint to them within 6 months of the date of our final response.

The 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.

Our Complaints Procedure

We will acknowledge your complaint promptly and our compliance team will do our best to resolve your complaint as quickly as possible.

The complexity of the complaint will contribute to the duration of time taken to carry out a full investigation to resolve your issue.

If you’re unhappy with the progress of your complaint or not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

The 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.

Address:

Financial Ombudsman 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

We will provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’. For more information please refer to www.financial-ombudsman.org.uk

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform.

BadCreditSite.co.uk does not charge any fees. If you are contacted by anyone saying they are calling from BadCreditSite.co.uk requesting you make them a payment you should contact the Financial Conduct Authority (FCA) as we are aware that there is currently a scam using the BadCreditSite.co.uk brand. This has nothing to do with our company.