Money Fund Market’s complaints handling policy is designed to ensure complaints are addressed fairly, transparently, and promptly, in line with FCA regulations. This procedure applies to all staff, contractors, and representatives of Money Fund Market.
Clients wishing to submit a complaint may contact our compliance team directly at compliance@moneyfundmarket.com. Upon receipt of a complaint:
Acknowledgement and Initial Review: We will acknowledge your complaint promptly. If possible, we aim to resolve complaints within three business days, confirming the resolution in writing.
Investigation and Communication: If more time is required, we will conduct an impartial investigation, ensuring you are informed of progress at intervals not exceeding three weeks.
Final Response: Within eight weeks, a final response will be issued, detailing our findings and any proposed redress, where appropriate. If applicable, information on referring the complaint to the Financial Ombudsman Service (FOS) will be included.
As Money Fund Market serves professional clients only, most complaints will not be eligible for review by the Financial Ombudsman Service (FOS). The FOS is accessible only to ‘eligible complainants’. While professional clients generally fall outside this eligibility, any eligible complainant will be provided with FOS referral details in the final response.
All complaints are assessed impartially, considering any financial or non-financial impact on the client. Our responses will be communicated clearly, noting any remedial action where warranted, and will aim to address any financial disadvantage or inconvenience that may have arisen.
Complaints are logged on a complaints register for monitoring and regulatory compliance purposes, with all records maintained for a minimum of five years. Money Fund Market’s complaints handling policy is reviewed annually to ensure it meets the latest regulatory requirements and continues to provide a clear and consistent approach to complaint resolution.
For further details or to submit a complaint, please contact our compliance team at compliance@moneyfundmarket.com.
