Our goal is to give excellent service to all of our customers. We take all complaints seriously in order to improve our service and aim to resolve all problems promptly.
To ensure that we provide the kind of service you expect, we welcome your feedback. If, at any time, you are not happy with the service that we have given, please call us on 0151 958 0399 in order to explain your concerns. In every instance, we will endeavour to resolve your complaint on the call however, should we be unable to do so, we will escalate this to the Complaints function.
Alternatively, you can email us regarding your complaint at enquiries@paretomoney.com or by writing to us at:
Complaints Department
Suite 42, 3a Bridgewater Street
Liverpool
L1 0AR
We will always aim to resolve your complaint as soon as possible, however sometimes things take a little more time. We may also ask you for further information to allow us to better understand your concerns.
How Pareto Money Limited will deal with your complaint:
Your complaint will be investigated upon receipt. If your complaint is resolved by the close of business on the third working day following receipt, you will receive confirmation of this along with your rights for further escalation, should you subsequently remain dissatisfied.
If your complaint remains unresolved after the close of business on the third working day following receipt, this will be escalated to our Complaints function who will acknowledge your complaint in writing.
Final or other Response
Within eight weeks of receiving your initial complaint, we will send either a Final Response providing you with the details of our findings, or a written response explaining why we may not be in a position to make a final response and an indication of when we expect to be able to provide one.
If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within six months of the date of the final response. Details of how to do this are set out below. In addition, we will this information when we send our Final Response.
Financial Ombudsman Service (FOS)
If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within six months of the date of your Final Response.
Write to:
The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
Telephone:
0800 023 4567
Website:
