174 Hammersmith Road
London W6 7JP
Phone: +44 (0) 203 143 4000
Money&Co.™ is the trading name of Denmark Square Limited, company number 08561817, registered in England & Wales and authorised and regulated by the Financial Conduct Authority (“FCA”). The company is identified on the Financial Services Register under Reference Number 727325. The registered office is 58 Glentham Road, London SW13 9JJ. Money&Co. operates from 174 Hammersmith Road, London, W6 7JP and its phone number is +44 (0) 203 143 4000.
If you have applied to make a loan to Grounds Investments, Money&Co. will originate the loan and Bramdean Asset Management LLP (“Bramdean”) will manage your portfolio. Bramdean is a limited liability partnership established under the laws of England and Wales with registered number OC309481 whose registered office is 58 Glentham Road, London, SW13 9JJ. Bramdean is regulated by the FCA and is identified on the Financial Services Register under Reference Number 410624. Bramdean has been authorised to act as an ISA manager by HMRC and its reference number is Z1835. It is authorised to manage Stocks and Shares ISAs, Cash ISAs and Innovative Finance ISAs.
Definition of a complaint
Money&Co. and Bramdean adopt the FCA's definition of a complaint: "A complaint is any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which (1) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and (2) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service."
Money & Co. adheres to best practices, however where you feel that our action justifies a complaint, we will deal with it fairly and promptly.
I have a complaint, what should I do?
Money&Co. and Bramdean want you to be very satisfied with the service you receive though they acknowledge that, as businesses that are looking to grow and develop, they may sometimes not meet your expectations. Where this has occurred Money&Co. and Bramdean strongly advocate that customers should provide feedback so that they can make sure that they put things right and continually improve their systems and processes.
Complaints can be raised by any channel at any time, but it is recommended that an email is sent as it helps maintain a clear audit trail. Money&Co.’s customer service team will investigate your complaint and send a response within two working days of receipt. If after 10 working days of the initial complaint you remain unsatisfied your complaint will then be referred to a Senior Manager. Within 10 working days of this escalation a full and final response will be issued. Please follow the same procedure if your complaint relates to Bramdean or Money&Co.
Please contact Money&Co. either by emailing email@example.com, or by calling our Customer Services team on 020 3143 4000, or by post to: Money&Co. Complaints, 174 Hammersmith Road, London, W6 7JP.
If after contacting Money&Co. you are still not satisfied or you have not received a final response within eight weeks of the date of the initial complaint, you have the right to refer your complaint to the Financial Ombudsman Service. You also have the right to make a complaint directly to the Financial Ombudsman Service within 6 months of receiving the final response.
The contact details for the Financial Ombudsman Service are:
The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR
E-mail: firstname.lastname@example.org Website: www.financial-ombudsman.org.uk Telephone: 0845 080 1800
FOS consumer leaflet: http://www.financial-ombudsman.org.uk/PUBLICATIONS/consumer-leaflet.html