Complaints policy

monva is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number 813954. Our registered address is Office D First Floor, Parkway Business Centre, Deeside Industrial Estate, Deeside, CH5 2LE.

Aim

We do our very best to make sure all information provided is up-to-date and accurate.

We monitor and update data in our financial comparison tables daily, and thoroughly research and regularly review the data and information in our website, so you can rely on them to get the support you need.

We also do our very best to ensure compliance with FCA requirements and all other relevant website and privacy standards. Please see our privacy policy and terms and conditions for more information.

Making a complaint

Whilst we hope that you never have reason to complain, if you do find any inaccuracies, omissions or oversights in the data or information available from our website, or you’re unhappy with the service that you’ve received, then please do let us know so that we can do our best to fix it.

Here's how:

Accuracy of financial data in comparison table

If you spot an issue with the data in our offer or comparison tables, please send us the following information and we’ll investigate right away:

  1. The name of the provider
  2. The name of the product
  3. The comparison table it appears in
  4. Details of the issue or inaccuracy

Please email: complaints@monva.co.uk

Accuracy of data in a guide

If you find an inaccuracy in the information within one of our guides or articles, please send us the following information and we’ll investigate:

Please email: complaints@monva.co.uk

What should I do if I have an issue with a third party company on monva.co.uk?

If your complaint relates to the products, practices or services provided by a third party company listed on monva you will need to contact the company directly. We are not involved in the provision of any products, services or offers mentioned on our website, we provide this information for your support and reference.

How will you deal with my complaint?

We try our best to address and resolve any complaints we receive as quickly as possible. We monitor our complaints email address during working, office hours and will acknowledge receipt of any complaint by email within two working days.

Your complaint will be investigated, and we will keep you updated on our findings.

We aim to resolve all complaints within 14 working days. If this isn’t possible for some reason beyond our control, we’ll explain why and set a date in the future by which time we hope to have the issue resolved.

What if I’m not happy with how my complaint has been handled?

We try our best to address and resolve any complaints we receive as quickly as possible. We monitor our complaints email address during working, office hours and will acknowledge receipt of any complaint by email within two working days.

If you feel that your complaint hasn’t been fully resolved, you can refer your complaint to the Financial Ombudsman Service (FOS) using the details below:

You can request an external review of your complaint if we’ve been unable to resolve it within eight weeks, and you have six months from the date of our final response to refer your complaint to the FOS. These dispute resolution services are free to use.

If your complaint is eligible for further investigation, the FOS will look at all the facts available from both sides of the case before reaching a decision. If they think we have treated you fairly, they will tell you why. If they don’t think we have treated you fairly, they’ll advise us how to put things right.

Although most complaints are eligible for further investigation by the FOS, this does not apply in every case. If you’re in any doubt about whether your complaint is eligible for further investigation, you should contact the FOS direct for clarification.