Complaints Policy

We aim to provide a high-quality service at all times. If something goes wrong, we want to know so we can put it right. We handle every complaint fairly, promptly and confidentially.

Money Options is a lead generation service. We do not provide debt advice or recommend debt solutions. This complaints procedure relates specifically to our lead generation service.

To help us investigate your complaint quickly, please provide as much detail as possible, including your name, contact details, the date of your enquiry, and a clear description of what happened and what you would like us to do to resolve it.

You can contact us by email at complaints@moneyoptions.co.uk.

1. Acknowledgement: we will acknowledge your complaint within 2 working days of receiving it.
2. Investigation: a member of our team will review your complaint and gather any relevant information.
3. Response: we will aim to provide a full response within 15 working days. Where this is not possible, we will let you know when to expect a response.
4. Outcome: we will explain our findings and, where appropriate, what action we have taken or propose to take.

If we are unable to resolve your complaint to your satisfaction, you may wish to seek further guidance. This could include contacting Citizens Advice or an appropriate alternative dispute resolution scheme. Because Money Options is a lead generation service rather than a debt advice provider, complaints about the underlying debt solution itself should be raised directly with the relevant provider once your enquiry has been passed on.

Complaints are handled confidentially and only shared with those who need to be involved in resolving them. Information provided in connection with a complaint is processed in line with our Privacy Policy.

If you have any questions about this policy or wish to make a complaint, please contact us at complaints@moneyoptions.co.uk.