Complaints

At Liberty Money, we aim to provide a high standard of service to all our customers. However, we recognise that there may be occasions when you feel that we have not met the standards you expect.

If you are unhappy with any aspect of the service you have received, please let us know. We take complaints seriously and will aim to resolve your concerns fairly and promptly.

How to Make a Complaint

You can make a complaint by contacting us using the details below:

Complaints Department
Liberty Money
Lanier House
Tweentown
Cheddar
Somerset
BS27 3JD

Telephone: 01275 244360

When contacting us, it is helpful if you can provide:

  • Your name and contact details
  • Details of your complaint
  • Relevant dates or events
  • Details of what you would like us to do to resolve the matter
  • Copies of any relevant correspondence or documents

Providing this information can help us investigate your complaint as efficiently as possible.

What Happens Next?

We will acknowledge and investigate your complaint in accordance with the complaints-handling requirements that apply to us.

We will consider the circumstances of your complaint carefully and keep you informed where appropriate.

For most complaints, we will provide our final response within eight weeks of receiving your complaint.

Our final response will explain the outcome of our investigation and, where applicable, what you can do if you remain unhappy with our response.

Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not provided a final response within the applicable time limit, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent service established to help resolve disputes between eligible customers and financial businesses.

You can find further information about the Financial Ombudsman Service, including eligibility and the applicable time limits for referring a complaint, on its website.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

Website: financial-ombudsman.org.uk

Referral to the Financial Ombudsman Service is free of charge.

Our Regulatory Details

Liberty Money is a trading style of HMC Funding Limited, which is authorised and regulated by the Financial Conduct Authority.

FCA Register Number: 925009

HMC Funding Limited is registered in England and Wales under company number 12560341.

Registered Office:
Cooper House
Lower Charlton Estate
Shepton Mallet
Somerset
BA4 5QE