Complaints policy

Our aim is to deliver an excellent online service.

If you have not received the service you expected from us, please tell us so we can investigate and fix the problem.

This policy explains how to complain and how we will handle any complaints.

1. WHO DO I CONTACT?

If you have a complaint about MoneyVista, please login and use the online facility to make your complaint.

2. WHAT SHOULD I TELL YOU?

To help us investigate your complaint, please let us know:

• your name and email address
• the details of your complaint
• what you would like us to do to put it right

3. WHO WILL DEAL WITH MY COMPLAINT?

Your complaint will be investigated by a member of our team.

4. HOW LONG WILL IT TAKE?

We will aim to investigate and respond to your complaint within three working days. If we cannot resolve your complaint in this time, we will let you know via email how long we think it will take.

5. WHAT HAPPENS THEN?

Once we have investigated your complaint, we will send you an email to you let you know the outcome, and what steps you can take if it has not been resolved to your satisfaction.

Last updated: 28th March 2012