Morses Club complaints handling process

At Morses Club we take complaints very seriously and will do our best to resolve any problems as quickly as possible.

We always aim to provide you with excellent customer service. Therefore, if for any reason you have a complaint;

• Your Customer Support Associate would normally be responsible for the day-to-day operation of your account and you can contact them with any concerns that you may have
• If you are still not happy or do not feel like you can refer your concerns to your Customer Support Associate, you can ask to speak with the Customer Relationship Manager of your local area
• If your complaint has not been resolved to your satisfaction after speaking with the Customer Relationship Manager or you prefer to contact our Customer Service Team, please telephone us on 0330 0450 719

• If you prefer you can write to:

  Complaints Department,
  Morses Club, Building 1, The Phoenix Centre,
  1 Colliers Way,
  Nottingham
  NG8 6AT

Whether you are a customer of Morses Club or not, in most cases, your complaint will be resolved when you first contact us by phone or in person. If you write to us, we will acknowledge your letter within 5 days and try and resolve the issue completely within 4 weeks. Occasionally, a more complex issue may take a little longer, but if it does we will always keep you informed of our progress.

We always hope that we can resolve any issues you raise and we always aim for complete customer satisfaction. However, if we are unable to resolve your complaint within 8 weeks, you can choose to approach the Financial Ombudsman Service.

If we are unable to resolve your complaint to your satisfaction, you are able to obtain independent advice from your local Trading Standards Office or Citizens Advice Bureau, both of which are listed in your local telephone directory.

Unresolved complaints can be referred to The Financial Ombudsman Service at:

Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR

Website: https://www.financial-ombudsman.org.uk

A copy of the Financial Ombudsman Service leaflet is available on request.

Morses Club PLC is regulated by the Financial Conduct Authority.