Complaints Procedure
We value your feedback. If something has gone wrong, please tell us so we can investigate and work towards putting it right.
Last updated: 9 November 2026
Your feedback matters
We aim to provide a clear, professional and customer-focused introduction service. We welcome suggestions and take concerns seriously. You can give feedback or make a complaint without using any particular form.
How to contact us
Email: info@themoneyadvicecentre.com. Telephone: 01625 801209. Post: Compliance Department, The Money Advice Centre Ltd, 7 St. Petersgate, Stockport, SK1 1EB. Please explain what happened, when it happened and what outcome you are seeking. You do not need to provide sensitive financial information in an ordinary email.
What happens next
We will receive and review your complaint in the first instance, seek any information needed and try to resolve it fairly and promptly. As we act as an Introducer Appointed Representative of FCA-authorised principals, we will also notify the relevant principal firm in accordance with our arrangements. Depending on the nature of your complaint, that principal may oversee, investigate or issue the formal response. We will explain who is responsible for handling your complaint and keep you informed as appropriate.
Response times
We aim to resolve complaints as quickly as possible. Where FCA complaint-handling rules apply, the responsible authorised firm will follow the applicable acknowledgement, investigation and final-response requirements. For complaints subject to the standard eight-week timeframe, if you have not received a final response within eight weeks you may be able to refer the matter to the Financial Ombudsman Service. Different rules and timeframes can apply to certain complaint types.
Financial Ombudsman Service
Where your complaint is eligible for the Financial Ombudsman Service, the relevant final response will explain your referral rights and applicable deadlines. The service is free for eligible complainants. Financial Ombudsman Service, Exchange Tower, London E14 9SR. Website: https://www.financial-ombudsman.org.uk. Not every complaint about an introduction is necessarily within the Ombudsman’s jurisdiction.
Our commitment
We will treat you fairly, listen carefully, and explain the next steps clearly. Making a complaint does not affect your statutory rights.