UKMS Money Solutions Limited Complaints Handling Procedure 

We strive to ensure that there should be no time that you should have any cause for complaint in relation to the service we provide to you. In the unlikely event that you wish to raise a complaint or have any other concerns with regard to any service we have provided you may submit a formal complaint. This procedure sets out the process which should be followed. 
Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided. You should address your complaint to “The Complaints Manager”. 
Our aim is to handle your complaint fairly, consistently and quickly. In order to do this, it will help if you provide as much information as possible and detail how you would like us to resolve the problem. If we uphold your complaint we will apologise and we will explain what went wrong. Wherever possible, we will take the necessary steps to prevent the problem re-occurring. We will acknowledge receipt of the complaint within 5 working days. We will provide you with our final response to your complaint within 8 weeks. 
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to: 
The Financial Ombudsman Service 
Exchange Tower 
E14 9SR 
Telephone: 0300 123 9 123 or 0800 023 4567. 
They’re available between 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays. 
You have 6 months from the date of our final decision to approach the Financial Ombudsman. 
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