Our Customer Complaints Procedure

At Release Moneywe do everything we can to make sure our customers get the best possible service. However, sometimes we don’t get things right first time. If you’re not completely happy with our service we’d like to hear about it so that we can do something to put it right. You can tell us about your concerns by any of the following:

In writing

Please address your letter to the Complaints Manager at:

Release Money Limited
1st Floor Crown House
Heap Bridge
Bury
Lancs
BL9 7JR

By Telephone

Please telephone us on 0845 618 8408 and ask for the Complaints Manager.

Our Procedure

Your complaint will be investigated by a manager whose responsibility is to investigate and resolve any problems you are experiencing.

As soon as we receive your complaint, we aim to send you an acknowledgement letter within 3 business days. In most cases you will receive a final response within 4 weeks. However in the unlikely event we are unable to provide a response we will contact you to keep you up to date on our progress. We will offer an explanation of the delay and let you know when you can expect to receive a response. Following this we will write to you with our findings.

Should you indicate to us that you remain dissatisfied following receipt of our response, the matter will be investigated further and we will send you our final response together with details of how you can contact the Financial Ombudsman Service.

We are sorry that you have found cause for complaint but can assure you that Release Money is committed to resolving your complaint fairly and quickly. In most cases this can be done if you allow us to listen to your concerns, understand the problem and where possible deliver an effective solution to you.