Complaints

How can I file a grievance?

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

Post: Centurion House, London Road, Staines-upon-Thames, TW18 4AX.

Email: complaints@monixa.co.uk

What happens next?

Since we are an FCA-authorised lender the Financial Ombudsman Service (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 close of business the next working day. 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 business days if we have not addressed your complaint by then. The following will be outlined in this first letter:

a. the name and contact information of the person handling your complaint,
b. an overview of your grievance as we interpret it, and
c. an outline of the complaints 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 Service 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.