Complaints Procedure

It IS Your Money Ltd – Complaints Procedure.

Should you wish to complain about our Company or service you may do so by writing to:
It IS Your Money
Quay House
Lansdowne Lane
Torquay
TQ2 5BS

You can email your complaint to [email protected]

You can also contact us by telephone 0333 321 0123

1. Complaints may be made in writing, by e-mail, by telephone or any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

2. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

4. Within four weeks of receiving a complaint, we will send you either:
a) A final response which adequately addresses the complaint; or
b) A holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

5. Within eight weeks of receiving a complaint we will send you either:
a) A final response which adequately addresses the complaint; or
b) A response which:
i. Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii. Informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

6. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

7. What can I do if I am not satisfied with your response to my complaint?

If we are unable to resolve your concerns then you can refer your complaint to the Legal Ombudsman. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.

If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:

In writing:

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

By telephone:

0300 555 0333 between 8.30am – 5.30pm

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.

By email:

[email protected]

Via their Website:

www.legalombudsman.org.uk/cmc

Do not send original documents to the Legal Ombudsman. They will scan any documents you send them to make computer copies and then destroy the originals.