Complaints

How can I file a grievance?

You can reach us if you're dissatisfied or want to file a complaint by:

Post: Unit 16, Clacton Enterprise Centre, 1-2 Davy Road, Clacton-on-Sea, Essex, CO15 4XD.

Email: complaints@monixa.co.uk

What happens next?

Since we are a FCA lauthorised lender the Financial Ombudsman Services (FOS) has jurisdiction over our handling of consumer complaints. Consequently, you can anticipate that your issue will be addressed as follows:

1. As soon as we receive your complaint, we will try our best to address it by the next day's closure. It is preferable that you include a daytime phone number when you file your complaint so that we can help you resolve it quickly.

2. We shall write to you within five days of the next day's closing of business if we have not addressed your complaint by then. The following will be outlined in this first letter:

a. the person handling your complaint's name and contact information,
b. an overview of your grievance as we interpret it, and
c. a dissection of the future complaint process

3. After the letter is sent, we will start a comprehensive management investigation into your complaint. The FOS gives companies eight weeks to complete a management investigation and give the complainant a final written response. We will try our best to look into your complaint before this, but it might not be feasible given how complicated it is. As we work to find a solution, we will make an effort to be in touch with you frequently.

4. Upon completion of the investigation, Monixa Ltd. will provide you a Final Written Response that will include a summary of our findings and our decision. A copy of the informative literature from the Financial Ombudsman Services will also be included.

Platform for European Online Dispute Resolution

You can also ask the European Online Dispute Resolution site for a review of your complaint.