Our Commitment to You

At SME Money, we are committed to providing the highest standard of service. If something has gone wrong or you are unhappy with any aspect of our service, we want to hear from you so we can put things right as quickly as possible.

We take complaints seriously, even where the issue relates to a broker we have referred you to rather than to us directly. This policy explains how to raise a complaint, what happens next, and your right to refer unresolved complaints to the Financial Ombudsman Service.

How to Make a Complaint

You can submit a complaint through any of the following channels:

• By email: complaints@smemoney.co.uk
• By telephone: 0800 123 4567 (Monday–Friday, 9am–5pm)
• By post: Complaints Team, Fractive Ltd, 4 Akeman Road, North Leigh, Witney, England, OX29 6AH

Please include your name, contact details and a clear description of what has happened, along with any reference numbers or correspondence you may have. This helps us investigate your complaint as quickly and thoroughly as possible.

What Happens Next

Once we receive your complaint, we will handle it fairly, promptly and in line with the process below.

Acknowledgement

We will acknowledge your complaint within 5 business days of receipt and provide you with the name of the person handling your case.

Investigation

We will investigate your complaint thoroughly, which may include reviewing your file, speaking with the team involved, and, where relevant, contacting the broker or brokerage partner you were introduced to. We will keep you updated on our progress if the investigation takes longer than expected.

Resolution

We aim to resolve all complaints within 8 weeks of receipt. We will send you a final response letter explaining our decision and any action we will take.

If You Are Not Satisfied

If you remain dissatisfied after receiving our final response, or if we have not resolved your complaint within 8 weeks, you may refer the matter to the Financial Ombudsman Service (FOS):

Please note that where your complaint relates to the regulated activities of an authorised firm we introduced you to, such as advice you received or a product you were sold, that firm's own complaints process and final response will normally apply, and the Financial Ombudsman Service will confirm whether it is able to consider your complaint.