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 firms 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
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 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.