My Money Back is a trading style of Ropto Ltd (Ropto).
This website is operated by Ropto, Registered Address: 229 Ashley Road, Hale, Altrincham, Greater Manchester, WA15 9SX.
Company Number: 08915874
How we will handle your complaint
We are committed to providing a high standard of service to everyone; however, we recognise that things can go wrong from time to time. If you are reading this, you may have experienced one of those unfortunate occasions, where things have not gone as you would have expected and for that we are sorry.
This page explains how we will handle any complaints we receive. It also tells you what you can do if you are not satisfied with how your complaint has been resolved.
If you want to make a complaint
If you want to raise a new complaint, or discuss an outstanding complaint you can contact us using the methods below:
By email to: firstname.lastname@example.org
By letter to our office address: My Money Back, 2nd Floor, Hale Place, Hale, WA15 9SX
Our aim is to handle your complaint fairly, consistently and quickly. In order to do this it will help if when making your complaint you provide as much information as possible regarding your concerns and tell us how you would like us to resolve the problem
We will always aim to get your complaint resolved as quickly as possible. If we don't manage to resolve the complaint within five working days, we will write to give you an update.
We have up to eight weeks to provide a final response to your complaint. Should we exceed this timescale, we will write to you confirming your next steps.
If you're not satisfied with our response
If you're not satisfied with our response, we invite you to get back in touch with us to see if we can help you further.
We are authorised by the Financial Conduct Authority to carry out regulated claims management activity. If your complaint is about claims management activity, you may be eligible to take your complaint to the Financial Ombudsman Service who will review it. You must do this within six months of our response.
You can contact the Financial Ombudsman Service via the below methods:
Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Call: 0800 023 4 567 - calls to this number are normally free from a "fixed line" phone, charges may apply if you call from a mobile phone.
Further detail on how to contact the Financial Ombudsman Service and other information about the service, can also be found via their website at www.financial-ombudsman.org.uk