How to contact us to make a complaint
Please send us your details, a description of your complaint and how you think we can resolve it, and any other relevant information.
In writing to:
The Compliance Manager
Monevo Cover Limited
By email: firstname.lastname@example.org
Your complaint will be acknowledged in writing within 5 working days of receipt. We will do our best to resolve your complaint as quickly as possible.
Sometimes it may take longer to fully investigate and if a complaint is particularly complex, it may take longer to resolve. We will always try our best to respond to your complaint as quickly as possible and we’ll send you our final response no later than 8 weeks from when you first complained. If we can’t complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint or are not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service.
The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:
The Financial Ombudsman Service,
0300 1239 123. Calls to this number cost no more than calls to 01 and 02 numbers
0800 023 4 567 calls to this number are now free on mobile phones and landlines
Information regarding the service can be found on the Financial Ombudsman website.
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform.