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How to make a complaint
Molo’s complaints process explained
You can contact us by one of the following:
Letter: Complaints Department
Molo
84 Ecclestone Square
London
SW1V 1PX
Timings
We will try and resolve your complaint as soon as possible.
If we are unable to resolve your complaint within the initial three working days, we will formally acknowledge your complaint in writing. This acknowledgement will include details such as the assigned complaint specialist, our understanding of your complaint and it will give you the opportunity to provide any additional information or documents.
We may contact you during the investigation to request for additional information, this allows us to reach the right decision.
If your complaint cannot be resolved within 4 weeks, we will send you a holding letter explaining the delay and providing next steps.
A final response will be sent to you within 8 weeks, although we will aim to get this to you sooner.
Further details regarding the timing and procedure for handling complaints will be outlined in our complaints procedures, which you will receive upon acknowledgment of your complaint.
Important Customer Notice
The voluntary jurisdiction is a scheme that financial businesses can choose to join, allowing the Financial Ombudsman to consider complaints about their activities where those activities are not covered by the compulsory jurisdiction.
Molo Tech Ltd is to withdraw from the Financial Ombudsman Service’s (FOS) voluntary jurisdiction for complaints from the 18th September 2025. Complaints covered by the compulsory jurisdiction will be unaffected.
If you have a complaint about an event that has occurred and have not yet submitted that complaint to Molo, you should contact us as soon as possible.
Where you have a complaint and you are dissatisfied with how Molo has resolved that complaint in our final response, then you must refer to the complaint to the FOS before the 18th September 2025 if you would like the FOS to look at it.
If you have any questions about these changes, please don’t hesitate to get in touch with us.
