How to make a complaint

How to make a complaint

At Moorgate Finance, our aim is always to provide you with high-quality finance brokering services.

However, we understand that there may be occasions when you feel we haven’t met that standard.

If this happens, we want you to know that we take all complaints seriously and are committed to resolving them fairly, efficiently, and transparently.

How We Handle Complaints

If you are dissatisfied with any aspect of our service, we will:

  • Appoint a dedicated Compliance Officer to oversee your complaint. They will act as your main point of contact and will not have been directly involved in the matter you’re raising.
  • Try to resolve your complaint within 3 business days of receiving it. If we’re able to do so, we’ll send you a summary resolution communication confirming the outcome and enclosing this guide.
  • If we cannot resolve your complaint within 3 business days, we’ll send you a written acknowledgment promptly. This will include:
  • A summary of your complaint as we understand it
  • The name and contact details of the person handling your complaint
  • A copy of this guide
  • Investigate your complaint impartially and thoroughly, considering all relevant information and documentation.
  • Keep you informed of progress:
  • If we are unable to issue a final response within 4 weeks, we will write to update you on the status of our investigation.
  • If your complaint remains unresolved after 8 weeks, we will write to explain why and let you know you have the right to refer your complaint to the Financial Ombudsman Service (FOS).


Referring Your Complaint to Another Firm

If we believe another firm is solely or jointly responsible for the issue you’ve raised, we will:

  • Forward your complaint to that firm (or the relevant part of it)
  • Notify you of the action we’ve taken
  • Provide you with the other firm’s contact details


Final Response

We aim to send you a Final Decision Letter within 8 weeks. This will include:

  • The outcome of our investigation
  • The reasoning behind our decision
  • Any offer of redress (which may include a financial remedy or another form of resolution)
  • Your right to refer the matter to the Financial Ombudsman Service, if you remain dissatisfied
  • A copy of the FOS explanatory leaflet


If You Remain Dissatisfied

If you’re unhappy with our final response—or if we haven’t resolved your complaint within 8 weeks—you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

You must do so within 6 months of the date on our final response.


Contacting the Financial Ombudsman Service

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR


When We Consider a Complaint Closed

We will consider your complaint resolved and closed when:

  • We have issued a summary resolution within 3 business days, and you have not indicated dissatisfaction.
  • We have sent you our Final Decision Letter and you have accepted the outcome.
  • You do not refer the complaint to the Financial Ombudsman Service within 6 months of receiving our Final Decision Letter.

 

Our Commitment to Improvement

We use all complaints and customer feedback to identify opportunities for improvement in our services. Complaints help us enhance our customer experience, uphold regulatory standards, and continue to build trust in our firm.

How to Contact Us

If you wish to raise a complaint, please email: complaints@thembn.co.uk

Document Control Reference Number 00.GU.01_03_0725