Complaints

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Our Complaints Procedure

In the first instance please contact us via:

Telephone: +44(0)203 503 0307 (Monday to Friday 9am-5.30pm)
Post: Vox Money, PO BOX 3753, Chester, CH1 9UH
Email: customerservice@voxmoney.co.uk

We will respond to any queries you may have regarding our services or features.
Our Customer Service line is open 24 hours a day, 7 days a week.
You will be charged at your standard network rate.

Calls from mobiles may be higher. Telephone calls may be recorded for security reasons and training purposes.

Next steps

We will send you a prompt written acknowledgement to advise you that we have received the complaint and are dealing with it if we are unable to resolve your complaint within 3 business days following the day on which it is received.

If we are unable to issue our full and final response within 15 business days, we will write to you to update you on the progress of your complaint and the expected resolution date, where possible.

We are committed to ensuring all complaints are fairly addressed. However, if you are still unhappy with the outcome of our full and final response, or if 15 business days have passed and we have been unable to respond, you have the following options:

  • If you prefer, or if you feel you have additional information to support your complaint, let us know as we would welcome the opportunity to help resolve the matter in full.
  • Alternatively, you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within 6 months of our final response.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Have any more questions about about our complaints procedure? We’ve got you covered in our FAQs section, or if you can’t find what you need, get in touch at +44(0)203 503 0307, we’re all ears 24/7.

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