Complaints

Our aim is to provide all of our clients with an excellent level of service; however, we recognise that there may be occasions when you are not satisfied with the service you have received from us. Should you need to make a complaint, please contact our Complaints Manager using any of the following methods:

Email: complaints@movopartnership.co.uk
Post: Complaints Manager, Movo House, 33 Green Lane, Chislehurst, BR7 6AG

We aim to resolve complaints within three business days of receipt. However, if we are unable to do so, we will write to you within five working days to acknowledge your complaint and provide details of our complaints handling procedure, including who is dealing with your complaint.

We aim to provide a final response to your complaint within eight weeks of receipt. If we are unable to do so, we will explain the reasons for the delay and provide you with an indication of when you can expect to receive a response.

If you are dissatisfied with our final response, or if we have been unable to provide a final response within eight weeks, you may be eligible to refer the matter to the Financial Ombudsman Service (FOS) free of charge. Details of the eligibility criteria can be found in our complaints procedure or on the Financial Ombudsman Service website. If you do decide to refer your complaint to the Ombudsman, you must do so within six months of the date of our final response.

The FOS provides an independent service for resolving disputes, and you can contact them by:

Calling their consumer helpline on 0800 023 4567 or 0300 123 9123
Writing to them at Exchange Tower, London E14 9SR
Emailing complaint.info@financial-ombudsman.org.uk

We will include a copy of the Financial Ombudsman Service leaflet in all final response letters.