Complaints Policy

UK Customers
EU Customers

How to make a complaint

If you’re not happy with our services, including our Credit Introducer Service, you can make a complaint to our Customer Services team through the in-app chat or by emailing us at complaints@monese.com. To help us investigate and resolve your complaint, please provide the following information:

  • Your full name
  • The phone number and email address associated with your account
  • A clear description of the issue
  • When the problem first occurred
  • How you would like us to resolve the matter for you

After you submit a complaint, we’ll communicate with you by email to resolve it.

If your complaint involves SteadyPay Limited or your Lender, we’ll share the relevant details of your complaint with SteadyPay Limited. If your complaint relates specifically to the Credit Broking Services or your Lender, you should contact SteadyPay Limited or your Lender directly.

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How and when we’ll respond

We acknowledge complaints via email within 3 business days. In the acknowledgement email we'll share details about the complaints process.

We’ll handle your complaint within an appropriate timeframe and, in any event, no later than 15 calendar days after we receive it.

If we’re unable to resolve your complaint within this time due to reasons beyond our control, we’ll email you within those 15 calendar days to explain the delay. We’ll also let you know when you can expect our full response, which will be no later than 35 calendar days after we received your complaint.

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How to refer your complaint to the Financial Ombudsman Service

If you’re unhappy with how we’ve handled your complaint, you can refer it to the Financial Ombudsman Service within six months of the date we sent (or should have sent) our final response.

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Details of the service offered by the Financial Ombudsman Service are available at:
financial-ombudsman.org.uk