Complaints
Make a complaint
If you would like to make a complaint, please get in touch and we will investigate your concerns.
By phone
We are happy to talk to you on the phone and you can raise a complaint there.
Phone lines are open:
Monday to Friday 9:00am - 5:00pm
(closed weekends and bank holidays)
Call us on +44 (0) 20 3977 1335
(Calls cost no more than a national rate call to a 01 or 02 number. They may also count towards any inclusive minutes in a phone contract in the same way as 01 and 02 calls)
By email
Responded to Monday to Friday 9:00am - 5:00pm
(closed weekends and bank holidays)
Please email us at complaints@equalsmoney.com
By post
If you prefer, you can write to us at:
Equals Money,
4th Floor, Vintners’ Place,
68 Upper Thames Street,
London, EC4V 3BJ
What happens next
We will be in touch within 3 business days and will try to resolve your complaint. If we are unable to do this in this timeframe, please note we're typically allowed up to 15 business days (or in some cases up to 8 weeks) to investigate your complaint and provide our 'final response'.
If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter.
Financial Ombudsman Service Details
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email:
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
Complaints (Data Protection & Privacy)
If you feel we have not handled your personal data in line with data protection laws, we take this very seriously and encourage you to contact us so we can investigate and put things right.
Make a data-related complaint
If your complaint relates to how we collect, use, store, or share your personal data, please get in touch using one of the methods above.
What happens next
We will acknowledge your complaint within 3 business days. We aim to resolve your complaint as quickly as possible. Where required under data protection law, we will respond within one calendar month, although complex cases may take longer.
If you remain dissatisfied
If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection.