Moneyway Welcome Pack - Procedure Guide - Flipbook - Page 24
Procedure Guide
We will contact the customer directly to resolve
such complaints. We may request information
from you to conduct our investigations and we
require your full co-operation to ensure customers
receive fair outcomes.
You must also notify us without delay if you
receive any complaint where you are dealing
directly with the customer. We expect you to
respond to such complaints in a timely manner,
in line with relevant regulatory requirements,
and to keep us informed of the resolution of
the complaint.
If the customer asks us to become involved in
resolving these complaints, or you are unable
to resolve them yourself within a reasonable
timeframe, we may attempt to resolve the
complaint for the customer and will require your
full co-operation to reach a fair resolution.
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