Complaints Procedure

How we will deal with your complaint

We want to:

• Make it easy for you to tell us about your complaint
• Give your complaint the attention it deserves
• Resolve your complaint as quickly as possible
• Make sure you are satisfied with how your complaint was resolved
  

How and where to complain

If you're not satisfied with any aspect of our service, you can tell us about your concern in the following ways:

• By Telephone - 0871_ 271 6111†
• In Writing - Address your letter to:
  Customer Relations
  Month End Money
  PO Box 255
  Bicester
  Oxfordshire
  OX26 4ZY
• By Email - account.services@paydaycontact.co.uk

Please note that additional personal information should not be included in email messages for security reasons. We will respond by telephone or letter for the same reason.

How long will it take?

We will try to resolve your problems immediately. However, if we have not been able to resolve your complaint within one week, we will write to tell you:

• Why we have not yet resolved your complaint
• Who is dealing with your complaint
• When we will contact you again

We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If, together, we cannot reach an agreement by the end of eight weeks, we will:

• Send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution

or

• Refer your complaint to our Managing Director - they will issue the MEM Consumer Finance Ltd final response letter, which will explain our final position

You will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information, please refer to the section below on the Financial Ombudsman Service.

If you are unhappy with the way your complaint is dealt with

Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If you're not satisfied with our action or explanation, you can ask for your complaint to be reviewed at a higher level You can write directly to the Operations Manager at the address shown above.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

You can write to them at:

• The Financial Ombudsman Service
  South Quay Plaza
  183 Marsh Wall
  London
  E14 9SR

Alternatively you can phone 0845_ 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk.

Please note: if you contact the Financial Ombudsman prior to the eighth week, they will refer you back to us to handle the complaint in line with this procedure.

We hope that our service will remain good enough that you never need to complain but on the rare occasion it is necessary, you may also want to look here www.financial‑ombudsman.org.uk for an online copy of the Financial Ombudsman's Consumer Leaflet.