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Complaints Procedure

Complaints Procedure

Within Monarch Enterprises, customer satisfaction and quality service are paramount. However, we recognise that things can go wrong and customers might sometimes have cause to complain. When they do, and this is the result of something we have done or not done, we are committed to putting things right, as we see all complaints as an opportunity to gain customer feedback and improve our service.

This leaflet sets out the complaints procedure we have established to help ensure that you receive a quick and fair reply from us.

Our Commitment

We promise to:

How to Contact Us

Here is how you can contact us should you have a complaint:

When You Contact Us

Please tell us:

If you have asked someone to act on your behalf in pursuing your complaint, we will need your signed authority before we will be able to deal with them.

Our Procedure

Independent Review of Your Complaint

The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial services firms. The Financial Ombudsman Service will be able to tell you whether or not they can deal with your complaint.

If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so  will only be able to do so in very limited circumstances
(for example, if the Ombudsman believes that the delay  was as a result of exceptional circumstances).

The Financial Ombudsman Service can only deal with  your complaint if you have given us (or the finance company) the opportunity to put matters right, so please contact us first and we will do all we can to help you. The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower, Harbour Exchange, London, E14 9SR.


Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

What can you do if you wish to complain about our services or contact us?

If you wish to make a complaint, please contact us:

More information about our complaints procedure is available on request.

If, after making a complaint to us you are still unhappy and feel the matter has not been resolved to your satisfaction, please contact the Financial Ombudsman Service (“FOS” - www.financial-ombudsman.org.uk).  Please note that FOS may not be able to deal with complaints from business customers.

If you require further information, please contact us by telephoning the above number or emailing us at sales@monarchenterprises.co.uk addressing your correspondence to: Clio Thompson


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