Complaints Procedure 

Version 1.8 Dated: 26/01/2025

Complaints received by letter
All complaints received by letter should be forwarded to the Complaints Officer for a written response. 
Address:
2nd Floor Oakhill Court
171 Bury New Road 
Prestwich  
Manchester 
England
M25 9ND

Complaints received by email
Email complaints@chmoney.co.uk
All complaints received by email should be forwarded to the complaints email complaints@chmoney.co.uk by email and flagged as high importance.

Complaints received by telephone
Telephone number: 0161 527 5606 
All complaints received by telephone should be handled with courtesy. If there is any doubt if the call is a complaint, the customer should be asked if they wish their call to be logged as a complaint. Details should then be forwarded to complaints@chmoney.co.uk or to the CH Money Complaints Officer.

All complaints are recorded on our Complaints Log.

Upon receiving of complaint, the complainant will be sent a prompt written acknowledgement providing early reassurance that the complaint has been received and is being dealt with. The complainant will be kept informed of the progress of the measures being taken for the complaint's resolution.

We will aim to send the complainant a written statement providing the findings within four weeks of receipt of the complaint.

If the complaint is more complex, an explanatory holding response will be sent advising that additional time is required to investigate the complaint. CH Money Complaints Officer will provide a final response within eight weeks or a further explanatory letter advising of the details for the further delay. This letter will inform the complainant that he is entitled to contact the Financial Ombudsman Service (FOS) if he is not satisfied with the delay.

Where complaints are resolved by the close of the third business day, a summary resolution communication will be sent promptly to the complainant.

Once the complaint has been investigated to a standard we are satisfied with, the findings will be reported to the complainant and the complainant’s response will be retained. 

We will keep a record of each complaint received and the measures taken for its resolution, and retain that record for a minimum period of:
1. At least 5 years where the complaint relates to MiFID business; and
2. Three years for all other complaints.

The final response letter sent to the customer will give the address and other contact details of FOS and include a copy of the FOS’s standard explanatory leaflet so that if the complainant is unsatisfied with the resolution of the complaint, he has the opportunity to pursue the complaint via the FOS scheme within six months of the date of the final email received from us.

For further information on the FOS, please see: http://www.financialombudsman.org.uk/

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Note: The Ombudsman will not consider a case that has not first been referred to the Firm in the first instance.

Whether considered significant or minor, all complaints will be reported to CH Money Complaints Officer (complaints@chmoney.co.uk) and logged using the Complaints Log. The record will detail the Firm’s response and any action taken. Action taken will be recorded on the Complaints Rectification Log. This will be monitored and provide Management Information where any recurring issues will be identified and resolved.