Our Commitment
Complaints
Process
We are committed to providing a professional service to all our customers. If you are unhappy with our service, we want to hear about it so we can try to resolve the issue.
Here’s how you can make a complaint
You can contact us using any of the following methods:
By mail
MacNab Financial Services Limited,
2 Vicarage Road, Verwood,
Dorset, BH31 6DR
Simplified and Formal Complaints
We have two complaint processes: Simplified and Formal.
Simplified Complaints
We will use this process if your complaint is a simple matter that can be resolved quickly.
1
We aim to investigate and resolve your complaint within 3 business days.
2
If you are happy with our proposed resolution, we will send you written confirmation.
3
If you are not satisfied or do not respond within 3 days, your complaint will be referred to TMG Direct Limited for formal handling.
Formal Complaints
This process is used for more complex complaints, complaints sent directly to TMG Direct Limited, or if you request a formal complaint.
If you wish to register a complaint, please either:
Write to:
The Money Group, 27 Bridgegate,
Rotherham, S60 1SN
Acknowledgement
Upon receipt, TMG Direct Limited will acknowledge your complaint and investigate it fairly.
Outcome
They will write to you with the outcome of their investigation within 8 weeks.
If it takes longer
If the investigation is not complete within 8 weeks, they will explain the reason and provide an expected completion date. They will also give you information on contacting the Financial Ombudsman Service.
The Financial Ombudsman Service
If you are not satisfied with the outcome of TMG Direct Limited’s investigation, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) within six months of receiving a final response.
Contacting the Financial Ombudsman Service:
Phone
Website
We’re here to help
We are committed to providing an accessible complaints process. If you have any difficulties or require assistance, please let us know when you submit your complaint.
Get in touch
Still have a question?
If you’re unsure which process is right for you,
please get in touch and we’ll be happy to help.
