Make a complaint or send us feedback.

We take our responsibility to service your expectations extremely seriously. However, we recognize that there may be occasions when things haven’t gone as expected or you are unhappy with something we did. If you have a complaint about the service you have received, please let us know and we work with you to understand what happened and how best to put it right.

How to make a complaint

If you would like to make a complaint, you can contact us:

Call us: 0331 630 7808 

Opening Hours

Monday to Thursday: 9am – 7pm

Friday: 9am – 5pm

Saturday: 9am – 5pm

Email us: complaints@moneficarfinance.com 

Write to us:  

If you’d like to write to us, please include:

• Your name

• Your address

• Your reference 

• What has happened

  
  

Please send your correspondence to:

Customer Experience Team, Monefi Car Finance

3 Archway

Birley Fields

Manchester

M15 5QJ

How will you investigate and resolve my complaint? 

We’re committed to resolving complaints and putting things right as quickly as possible.  In doing this we will keep you updated along the way. 

Depending on how long it takes to resolve your complaint, you’ll receive one of the following communications from us:

Summary of Complaint / within 3 days 

You will receive this if we haven’t been able to resolve your complaint to your satisfaction within 3 working days following the day we received your complaint. We’ll also give you details about the Financial Ombudsman Service (FOS), should you wish to take matters further.

4 weeks 

We aim to provide a final response to a complaint within 4 weeks.  If we’re still investigating your complaint in 4 weeks, we will contact you to let you know.

Final Response

Once we’ve resolved your complaint to the best of our ability, we will send you a Final Response letter.  The Financial Ombudsman allows firms to do this within 8 weeks, but we aim to respond sooner as detailed above.  Our final response to you will cover the following:

• Details of our investigation

• Our decision

• If applicable, the next steps

• Information about the Financial Ombudsman

  
  

How to take your complaint further

If you’re unhappy with our decision and final response letter you have the right to then refer to the Financial Ombudsman Service (FOS).   The FOS will consider all complaints after a firm has issued its final response letter.  The service provided by FOS is a free, independent service for resolving such disputes.

You can refer your complaint to the FOS if we have:

• not responded to you with our Final Response letter after the 8-week investigation period.

• sent our final response letter and you remain dissatisfied with our findings and proposal to resolve the situation.

  
  

If you want to refer your complaint after we’ve issued our Final Response, you must do it within 6 months of the date of our final response letter.

How to contact the Financial Ombudsman Service

Online

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk 

Call

Monday to Friday: 8am to 5pm
Saturday: 9am to 1pm

UK: 0800 023 4567

Write 

Financial Ombudsman Service
Exchange Tower
London

E14 9SR