Complaints

Who Do I Complain To?

To raise a complaint with us you can email us at complaints@monolay.co.uk . Alternatively, if you would prefer to make your complaint in writing, please contact us at:

The Complaints Process

The Company takes every opportunity to resolve complaints at the first initial point of contact. Immediate resolution is always attempted where possible and where little, or no investigation is required. We aim to resolve most face to face and telephone issues in this manner.

Our frontline employees are trained to deal with your issues and are equipped to resolve your complaint as it relates to their area of service or expertise. However, should you feel that your concerns remain unresolved, you will be offered the option of making a formal complaint.

Our complaint handling process is simple and easy to use. Once you have lodged a formal complaint with us, we will:

• Assign your complaint to our Complaints Officer who will record your complaint on our complaint register.
• Assign your complaint a unique reference number and provide you with a written acknowledgement.
• Assess your complaint and investigate the matter fully.
• Where applicable, refer your complaint for further investigation to a subject matter expert.
• Contact you if we require clarification or additional information.
• Provide you with a final written response with details of our investigation and actions taken.
• If eligible, provide details of who you can contact should you be unhappy with our final decision.

What You Can Expect

• To have your complaint resolved in a timely, effective, and fair manner.
• An experienced and trained officer to deal with your complaint.
• A written acknowledgment within 3 working days of your formal complaint being received.
• All responses to be made (or followed up) in writing.
• Your complaint to be fully investigated in an independent and compliant manner.
• In normal circumstances, to receive our findings and final decision within 15 business days.
• If a full reply cannot be given within 15 days, we will send a reply explaining the delay — and respond fully within 35 business days.
• To be provided with details of our findings, measures, and actions taken.
• To be kept updated on our progress if we cannot respond within target times.
• If eligible, to be provided with details of any relevant ombudsman.

Not Satisfied With the Outcome?

The Financial Ombudsman Service is available to the following groups:

• Consumers
• Micro-enterprises
• Small charities (annual income under £6.5 million)
• Small trusts (net assets under £5 million)
• Consumer-buy-to-let (CBTL) consumers
• Small businesses
• Guarantors

To check eligibility, use the Financial Ombudsman Service eligibility checker. If you remain dissatisfied with our final decision, you may refer your complaint to the Financial Ombudsman Service.

GDPR & Data Protection Related Complaints

If your complaint concerns the processing of your personal data and you remain dissatisfied with our actions, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).