A guide to our Complaints Procedure:
We aim to provide you services that meet your needs, putting you as a customer first at all times. Even the best organisations sometimes make mistakes and if we do, or we fail to meet your expectations in some way, we want the opportunity to put things right as quickly as possible.
The Complaints Department
Aspire Money Limited
Castle Court 2
We will acknowledge your complaint promptly in writing and will include written details of our complaints handling procedures. We shall resolve it at the earliest opportunity with the aim of doing so within 8 weeks of receipt.
Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.
If you are not happy with our firm’s response, if we reject your complaint or you do not hear from us within 8 weeks, the Financial Ombudsman Service may be able to help you.
Financial Ombudsman Service
Tel: 0800 023 4567 (free phone from a UK land line)
It’s a free, independent service for settling disputes between Aspire Money and their customers. It can deal with complaints about a wide range of financial matters.
The Financial and Ombudsman Service will contact us to explain the details around your complaint and then decide whether to uphold your complaint.
It is important you contact the Financial Ombudsman Service within 6 months of receiving a final response from Aspire Money, or it may not be able to deal with your complaint.
Your opinion is very important to us. Listening to your views helps us develop our company processes and enhances how we deal with customers.
Please email: firstname.lastname@example.org with any feedback you may have.