Complaints Policy

  1. Complaints

    Please Note: if you have received e-mails from us and you wish to opt out, the simplest way is by entering your e-mail address on our unsubscribe page.

    1. At Simply Money we endeavour to provide you with a great service however if you are not satisfied with any aspect of our service you can tell us about your concern by following this process:
      1. Contact us – by phone on 0800 088 2588 (call 01625 683 683 from mobiles) or by sending an email to For security reasons please do not include additional personal information in any email to us.
      2. If your concern has not been resolved by us please escalate your complaint in writing to Simply Money, Regent House, Heaton Lane, Stockport, SK4 1BS.
    2. We aim to solve your concern straight away. However, if we have not been able to resolve your complaint within three working days, we will write to tell you:
      1. Why we have not yet resolved your complaint
      2. Who is dealing with your complaint
      3. When we will contact you again
    3. In most cases, complaints are dealt with within two weeks. We will contact you regularly until your complaint has been resolved.
  2. Complex Complaints

    1. If your complaint is particularly complicated, it may take longer to resolve.
    2. If, together, we cannot reach an agreement, we will send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution. However, we may decide to refer your complaint to our Management Team.
    3. We aim to resolve your complaint as quickly as possible and to your complete satisfaction.
    4. If you're not satisfied with our action or explanation, the member of staff dealing with your complaint will be happy to discuss your concerns further.
  3. Reviewing your complaint - our Management Team

    1. If we are unable to resolve your complaint to your satisfaction within three working days, your complaint will automatically be referred to a higher level within our Management team.
    2. If their investigation is likely to take longer, they will keep you fully informed of their progress.
    3. Our Management team will issue our final response letter within 8 weeks from your initial contact, which will explain our final position.
  4. What to do if we can't reach an agreement together

    1. Simply Money recommends you use the Financial Ombudsman Service.
    2. Our aim is to resolve all complaints internally. However, if we can't reach an agreement with you, our Client Finance Management Team will send you a 'final response' letter within 8 weeks of your initial contact. This letter will clearly set out our position in relation to your complaint.
    3. If you are not satisfied with our suggested resolution you have the right to refer your complaint to the Financial Ombudsman Service.
    4. If you want the Financial Ombudsman Service to look into your complaint, you can do so free of charge but you must contact them within six months of the date of any final response issued. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.
  5. About the Financial Ombudsman Service

    1. The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
    2. We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.
  6. Contact the Financial Ombudsman Service

    1. Write - The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
    2. Call - 0800 023 4567
    3. Email -
    4. Website -