Complaints
Who Do I Complain To?
To raise a complaint with us you can email us at complaints@monolay.co.uk. Alternatively, if you would prefer to make your complaint in writing, please contact us at: -
The Complaints Officer
Monolay Limited
Columba House
Adastral Park
Martlesham Heath
IP5 3RE
The Complaints Process
The Company takes every opportunity to resolve complaints at the first initial point of contact. Immediate resolution is always attempted where possible and where little, or no investigation is required. We aim to resolve most face to face and telephone issues in this manner.
Our frontline employees are trained to deal with your issues and are equipped to resolve your complaint as it relates to their area of service or expertise. However, should you feel that your concerns remain unresolved, you will be offered the option of making a formal complaint.
Our complaint handling process is simple and easy to use. Once you have lodged a formal complaint with us, we will: -
Assign your complaint to our Complaints Officer who will record your complaint on our complaint register.
Assign your complaint a unique reference number and provide you with a written acknowledgement.
Assess your complaint and investigate the matter fully.
Where applicable, refer your complaint for further investigation to a subject matter expert on the issues raised.
Where applicable, contact you to request clarification or additional information.
Provide you with a final written response containing details of our investigation, the findings and any actions taken as a direct result of your complaint.
If eligible, provide you with details of who you can contact should you be unhappy with our final decision.
What You Can Expect
When you submit a formal complaint to us, we follow our formal complaints procedure to ensure that all issues and concerns are addressed quickly and effectively. When you lodge a complaint with us, you can expect: -
To have your complaint resolved in a timely, effective, and fair manner.
An experienced and trained officer to deal with your complaint.
A written acknowledgment within 3 working days of your formal complaint being received.
All responses to be made (or followed up) in writing.
Your complaint to be fully investigated in an independent and compliant manner.
In normal circumstances, to receive our findings and final decision within 15 business days of the initial complaint being received.
In exceptional situations, if a full reply cannot be given within 15 business days for reasons beyond our control, we will send a reply clearly stating the reasons for the delay and specify the deadline by which the payment service user will receive a full reply. This deadline will be within 35 business days of the initial complaint.
To be provided with the details of our investigation and our findings regarding the issues you have raised. This includes being provided with the measures and actions we have taken as a direct result of your complaint.
To be kept updated on our progress if we are unable to provide a satisfactory response within our target response times.
If eligible, to be provided with details of any relevant ombudsman should you not be happy with our final decision.
Not Satisfied With the Outcome?
Financial Ombudsman Service is available to:
• Consumers
• Micro-enterprises at the time the complainant refers the complaint to the respondent (or, in relation to a complaint relating to payment services either at the time of conclusion of the payment service contract or the time of referral)
• Small charities with annual income under £6.5 million at the time of the complaint
• Small trusts with net asset value under £5 million at the time of the complaint
• Consumer-buy-to-let (CBTL) consumers (in relation to CBTL business)
• Small businesses at the time the complainant refers the complaint to the respondent
• A guarantor
To check if you are eligible for the Financial Ombudsman Service use their checker.
If you are dissatisfied with the progress of the investigation into your complaint or our final decision, you may, if eligible, refer your complaint to the Financial Ombudsman Service. For more information please read the enclosed guide How to complain – Financial Ombudsman service
GDPR & Data Protection Related Complaints
If your complaint concerns the processing of your personal data and you remain dissatisfied with our actions, you have the right to lodge a complaint with the Commissioner. The Information Commissioner’s Office (ICO) can be contacted at: -
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113 (local rate) or 01625 545 745 (national rate)
Fax: 01625 524 510
Email: enquiries@ico.org.uk