MoneyPlus Rewards – complaint procedure
We take great pride in the high quality service we provide for our customers but we know that sometimes, things can still go wrong. If you are unhappy with any aspect of our service, let us know and we will work with you to make sure we put things right.
Contact our Customer Services Team
When you first contact us with a concern, we’ll do everything we can to get things fixed for you as quickly as possible. We aim to resolve things within three working days although sometimes resolution can take a little longer. We’ll keep you fully updated along the way.
You can contact our Customer Services Team through the app or at:
Post: Customer Services, MoneyPlus Rewards, Riverside, New Bailey Street, Manchester, M3 5FS
If your complaint relates to a particular transaction or participating retailer, please provide us with the date of your purchase and any receipt, confirmation or similar correspondence from the retailer to assist our investigation.
Please note that if your concerns relate to your account with MoneyPlus Energy, this will be referred to them to deal with directly for you. We can only deal with concerns about the MoneyPlus Rewards scheme.
Contact our specialist Complaints Team.
If we are unable to resolve your concerns within our Customer Services Team – either because you’re not happy with our initial response or if the issues you raised are particularly complicated – you will be referred to our specialist Complaints Team.
A complaint handler will be assigned to investigate your concerns and take any necessary actions to put things right for you. Your complaint handler will aim to resolve your concerns within ten working day and will inform you as soon as possible if they believe it may take longer, for example if we are waiting on information from a participating retailer. In any event, the Complaints Team will keep you updated and will provide a full response within eight weeks of receiving your complaint. You can contact them at:
Post: Complaints Team, MoneyPlus Rewards, Riverside, New Bailey Street, Manchester, M3 5FS
Escalate your concerns.
If you are unhappy with the resolution provided by the Complaints Team, your case will be escalated to a Senior Manager. They will review your case, the Complaints Team’s original response and any evidence that you have provided. You will be given an opportunity to explain what issues you have, and this will be reviewed in detail. The Senior Manager will let you know the outcome of this assessment as soon as possible, but no later than four weeks after you escalate your concerns.