Complaints Policy

Our commitment

Mind Money Limited is committed to providing a high standard of service. We welcome feedback, including complaints, because it helps us identify where something has gone wrong and improve the way we work.

If you are unhappy with any aspect of the Mind Money service, please give us the opportunity to investigate and put things right.

What is a complaint?

A complaint is any expression of dissatisfaction about the service we have provided, whether or not you use the word “complaint” and whether or not we ultimately agree that something has gone wrong.

This may include concerns about:

• the Mind Money app or website;
• the information, reminders or communications we have provided;
• insurance or other regulated financial-service journeys available through Mind Money;
• comparison, quotation or switching journeys;
• the way we have handled your personal information;
• our customer service; or
• anything else about the service you believe we have not handled properly.

How to make a complaint

You can complain free of charge by emailing complaints@mindmoney.co.uk.

You can also write to us at:

To help us investigate, please include where possible:

• your name and the email address linked to your Mind Money account;
• a clear description of what happened;
• when the issue occurred;
• any relevant screenshots, correspondence or reference numbers; and
• what you would like us to do to put things right.

You do not need to provide all of this information before making a complaint. We will ask for anything further that we reasonably need.

What happens after you complain?

We will treat your complaint fairly and investigate it impartially. We will acknowledge receipt promptly and keep you informed where the investigation is ongoing.

If we are able to resolve an eligible regulated complaint by the close of the third business day after receiving it, we may send you a summary resolution communication explaining the outcome.

Where we need more time, we will investigate the circumstances, review relevant records and communications, and consider what action is appropriate.

Our relationship with Pure Wealth Management Limited

Mind Money Limited is an appointed representative of Pure Wealth Management Limited, which is authorised and regulated by the Financial Conduct Authority.

If your complaint relates to regulated activity carried on by Mind Money as an appointed representative, we may share the complaint and relevant information with Pure Wealth Management Limited so that it can be handled in accordance with the applicable regulatory requirements.

How long will it take?

For most regulated financial-services complaints, a final written response will normally be provided within eight weeks of receiving the complaint.

Different regulatory time limits may apply to some types of complaint. If a different timescale applies to your complaint, we will let you know.

Our final response will explain the outcome of our investigation, the reasons for our decision and any action or redress we propose, where appropriate.

If your complaint is about another provider

Some Mind Money journeys involve third-party providers such as insurers, energy suppliers, broadband or mobile providers, comparison providers or other product providers.

If your complaint is about the product or service supplied by one of those organisations rather than the Mind Money service itself, the complaint may need to be handled by that provider. Where appropriate, we will explain this to you and help identify the relevant organisation.

If you are still unhappy

If your complaint relates to an eligible regulated financial service and you are not satisfied with the final response, you may be able to refer the complaint to the Financial Ombudsman Service. You may also be able to refer the complaint if the applicable response time limit has expired and you have not received a final response.

The Financial Ombudsman Service is free for eligible complainants. In most cases, a complaint must be referred to it within six months of the date of the final response.

Whether the Financial Ombudsman Service can consider a complaint depends on the nature of the complaint and its eligibility under the applicable rules.

Customers who need additional support

If you need us to communicate with you in a particular way, need additional support, or have circumstances that make it harder for you to pursue a complaint, please tell us. We will take reasonable steps to adapt the way we communicate with you.

Complaints about personal data

If your complaint concerns the way we have used or protected your personal information, you can also contact us at info@mindmoney.co.uk. You can find more information in our Privacy Policy.

You may also have the right to complain to the Information Commissioner’s Office.

Learning from complaints

We record and review complaints so that we can identify recurring issues, correct problems and improve our products, controls and customer experience.