Complaints

We take complaints seriously and aim to resolve them fairly and quickly. If you are dissatisfied with any aspect of our service or products, please get in touch:

  • Post: Centurion House, London Road, Staines-upon-Thames, TW18 4AX
  • Email: complaints@monixa.co.uk
  • Telephone: 0330 027 0685

How we will handle your complaint

Monixa is authorised and regulated by the Financial Conduct Authority, and the Financial Ombudsman Service (FOS) has jurisdiction over our handling of complaints.


When we receive your complaint, we will:


  • If we can resolve your complaint to your satisfaction within three business days, we will send you a Summary Resolution Communication (SRC) confirming the outcome.
  • If your complaint is not resolved within three business days, we will send you an Acknowledgement Letter. We will send this within five business days of receiving your complaint. It will include:
    • the contact information for the team handling your complaint
    • an overview of your complaint as we interpret it, and
    • an outline of the complaints process and timelines involved
  • We will then conduct a comprehensive investigation into your complaints. While we're allowed eight weeks to investigate your complaint and provide a written response, we always aim to resolve our complaints within four weeks if possible.
  • Once we have finished our investigation, we will provide you with a Final Response Letter (FRL). This will be sent in writing (via email) and will include a summary of our findings and our decision. Our response will also include details on your escalation rights, which may vary depending on the content of your complaint.

Your Financial Ombudsman Service rights

When we send you any letters in relation to your complaint (SRC, Acknowledgment, FRL), these will include details about your rights to refer the matter to the Financial Ombudsman Service (FOS).


You can refer your complaint to the FOS if you are unhappy with our response. This is a free, independent service.

Please note that to preserve your right to the FOS, you must do so within six months of the date on the SRC or FRL.


The Financial Ombudsman Service can be reached at:

Data Protection Complaints

If your complaint relates to how Monixa handles your personal data, it is covered by the Data (Use and Access) Act 2025 (DUAA 2025).


Under the DUAA, Monixa is required to acknowledge these complaints within 30 days of receipt, and without undue delay, investigate and respond to these complaints. We handle data protection complaints under the same process and timescales described above.


You can refer your complaint to the Information Commissioner's Office (ICO) if you are unhappy with our response. The ICO can only review complaints relating to Data Protection matters, other types of complaint are covered by the FOS.


The Information Commissioner's Office can be reached at: