How can I make a complaint?

If you’re not happy with our services, including our Credit Introducer Service or how your Insurance Products were arranged, you can make a complaint to our Customer Services through the in-App chat or by emailing us at complaints@monese.com. Once you’ve raised a complaint, we’ll deal with it through email.

If you have any complaints about your Insurance Products you should contact Qover directly. If your complaint involves Monevo Limited or your Lender, we’ll share the relevant details of your complaint with Monevo Limited. If you have any complaints about the Credit Broking Services or your Lender, you should contact Monevo Limited or your Lender directly.

If you make a complaint, we will confirm our complaints procedure when we acknowledge we have received your complaint. Your complaint will be dealt with in an adequate timeframe and at the latest within 15 Working Days after we have received it. If we can’t resolve your complaint within this time because of reasons beyond our control, we’ll email you explaining the reasons for the delay. We’ll also give a deadline for when we’ll send you a full reply to your complaint, which will be no more than 35 Working Days after we have received your complaint.

If you’re unhappy with how we dealt with your complaint, you can refer it to the Financial Ombudsman Service within six months of the date we sent (or should have sent) our final response to you.

The address is: Financial Ombudsman Service whose address is Exchange Tower, London E14 9SR.

Details of the service offered by the Financial Ombudsman Service are available at financial-ombudsman.org.uk.