Website Complaints Policy

Complaints Process

TMG Financial Services is committed to providing a professional service to all our customers. If you are unhappy with our service, we want to hear about it so we can try to resolve the issue.

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This complaints process covers complaints about our financial services, mortgage or protection services, and, where relevant, complaints about how personal data has been used, shared, stored or otherwise processed.

Here's how you can make a complaint:

By phone: 01709 242927

By email: Complaints@themoney-group.co.uk

By mail: The Money Group, 27 Bridgegate, Rotherham, S60 1SN

Upon receipt, TMG Direct Limited will acknowledge your complaint and investigate it fairly.

Where your complaint relates to a regulated financial service, TMG Direct Limited will write to you with the outcome of its investigation within 8 weeks.

If the investigation is not complete within 8 weeks, they will explain the reason and provide an expected completion date. They will also give you information on contacting the Financial Ombudsman Service.

Data protection complaints

If your complaint relates to the way your personal data has been handled, TMG Direct Limited will acknowledge the data protection element of your complaint within 30 days and will respond without undue delay once it has reviewed the matter. This may include concerns about data accuracy, data sharing, direct marketing, data subject access requests, privacy rights or security of your personal data.

If your complaint includes both a financial services issue and a data protection issue, we may consider both parts together, but we will make clear which elements fall under the Financial Ombudsman Service route and which relate to data protection rights.

The Financial Ombudsman Service:

If you are not satisfied with the outcome of TMG Direct Limited's investigation into a regulated financial services complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) within six months of receiving a final response.

Contacting the Financial Ombudsman Service:

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: https://www.financial-ombudsman.org.uk/

Information Commissioner's Office:

If you remain dissatisfied with how a data protection complaint has been handled, you may raise the matter with the Information Commissioner's Office. The ICO can be contacted via www.ico.org.uk, by telephone on 0303 123 1113, or by post at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

We are committed to providing an accessible complaints process. If you have any difficulties or require assistance, please let us know when you submit your complaint.