Complaints

We want your experience with Moneykind to be straightforward and helpful. If something has gone wrong with our introduction service, please tell us so we can look into it and try to put things right.

How to make a complaint

Please include your name, a way to contact you, the approximate date of your enquiry and what happened. Let us know what outcome you're looking for. Please don't send bank details, identity documents or other sensitive information unless we specifically request it through a secure channel.

What happens next?

1. We'll record your complaint and identify what went wrong.
2. We'll review the relevant information and may contact you for clarification.
3. We'll explain our findings and any steps we can take to resolve your concern.

We'll aim to respond promptly and keep you informed if our investigation takes longer. Any mandatory complaint-handling deadlines that apply to the particular service will take precedence.

Complaints about an adviser or other provider

Moneykind helps arrange introductions. The mortgage broker, insurer, financial adviser, accountant or other professional you deal with is responsible for their own advice, recommendations, products and services.

If your complaint concerns a provider's advice or service, you should normally contact that provider using its complaints procedure. If you are unsure who to contact, let us know and we'll try to direct you to the right firm. We will still consider any separate concern about Moneykind's own conduct.

Independent escalation

Some complaints about regulated financial services may be eligible for referral to the Financial Ombudsman Service. Eligibility depends on the firm, activity and circumstances. We do not claim that complaints against Moneykind are automatically eligible for that service.

If your concern is about the handling of your personal information, please see our Privacy Policy. You can also raise data protection concerns with the Information Commissioner's Office.

About Moneykind

Moneykind is a trading name of Andeevs Limited, registered in England and Wales under company number 05672633. Registered office: 3 Main Road, Hoo, Rochester, ME3 9AA. ICO registration reference: ZB136992.