How to make a complaint
Molo’s complaints process explained
Email us at firstname.lastname@example.org
Speak to us on our live chat at molofinance.com
Write to us at Compliance Officer, Molo Finance, 84 Eccleston Square, London, SW1V 1PX
If your complaint cannot be resolved straight away, we will;
Acknowledge receipt in writing, confirming our understanding of your complaint, who’ll be handling it and giving you the opportunity to provide any further information or documents.
After investigating your complaint, we’ll aim to provide a final response with a full explanation of the findings within 8 weeks. If we’re unable to provide a final response within this time, we’ll provide you with a written response explaining our position, and setting out next steps and your right to refer to the Financial Ombudsman.
If you’re unhappy with the outcome or think we’ve missed something, please let us know.
If you’re still not satisfied, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of our full written response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.