Ensuring your complete satisfaction is our top priority. If any part of our service does not meet your expectations, we encourage you to inform us. We are committed to addressing and rectifying any issues promptly. Firstly, please allow us the opportunity to resolve the issue through our official complaints procedure. In the unlikely event that you are not happy with the outcome, you may be able to complain to the Financial Ombudsman Service.
How can I make a complaint?
If you already have a customer relationship with Muloot, please speak to your usual contact to discuss any queries, as they are likely to be in the best position to assist.
Alternatively, you can contact us in the following ways:
Email: complaints@mulootmoney.com
Telephone: +44 800 145 6708
Post: Muloot Money, PO Box 3968, Chester, CH1 9RR
Opening times:
Monday to Friday 09.00 – 17.30
To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:
- Your name, address and client identification number
- A clear description of your concern or complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents (if applicable)
- A daytime telephone number where we can contact you
We will try to resolve your complaint immediately and with minimum inconvenience to you. However, sometimes we will not be able to solve the problem for you immediately.
What will happen next?
Your complaint will be passed to the relevant department and you can expect an initial acknowledgement of your complaint within 1 business day from the date that it is received by Muloot Money.
If we are unable to resolve your complaint within 3 business days or if you are not happy with the initial response, you may ask the case manager to escalate it to the Complaints Manager, who will;
- Send an acknowledgement of your complaint in writing within 2 business days.
- Confirm who will handle your complaint, and how you can contact them
- If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations
In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 30 days in exceptional circumstances.
If we are unable to provide you with a final response within 15 business days we will provide you:
- An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one
- If you are an eligible client, a notification of your rights to refer the matter to the Financial Ombudsman Service
In our final response we will include:
- A summary of your complaint
- A summary of the outcome of our investigation
- Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
- Details of any offer to settle the complaint and how long this offer will remain open
- If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service
What if I am still unhappy?
We aim to resolve complaints internally. However, if you are not satisfied with our final response you may have the right to refer your complaint to the Financial Ombudsman Service.
You can contact the Financial Ombudsman Service at this address:
Financial Ombudsman Service
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567