Something not right - talk to us?
At The Money Bee (a trading name of Mortgages & Loans Limited), all of our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times. Our process has been designed in accordance with the requirements of the Financial Conduct Authority. You should find your dealings with us to be prompt, efficient and friendly.
Our aim is to provide you with a world class, professional and friendly service. If you have a complaint about any aspect of the service you have received, our staff will be happy to help resolve your concerns.
We have a formal complaints procedure to ensure that your complaint is handled quickly, fairly and efficiently; this page is designed to provide you with details of this process.
We recommend that you bring your concerns to our attention as soon as possible - the sooner we know about it the sooner we can seek to resolve it.
Upon receipt of your complaint, we will deal with it promptly, effectively and in a positive manner. If we are unable to resolve your complaint, over the telephone, by close of the third business day following the day on which it is received, we will follow the process detailed below:
On receipt of your complaint (whether received by telephone, letter, email or fax), the matters raised, will immediately be passed to Spotlite Limited who will independently investigate your concern.
You can write to Spotlite Limited marking your letter for the attention of Ben Hancox.
212 High Street
Spotlite Limited will acknowledge your complaint within 5 working days of receipt of your complaint. They will investigate your complaint and endeavor to send a final response to you within 4 weeks of receipt of your complaint. If they are unable to provide you with a final response within this time, they will send you an update.
They will aim to send a final response to you within 8 weeks of receipt of your complaint. If they are unable to provide you with a final response within this time frame, they will write to you explaining why and advise you when you can expect a final response.
If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received you may have the right (at any stage of the process) to refer your complaint to the Financial Ombudsman Service, free of charge.
For further information, you can write to:
Financial Ombudsman Service (FOS)
Phone: 0800 023 4567