Acorn Money Limited Complaints Policy

Complaints Manager contact details

If you have any complaints please address them in the first instance to our Complaints Manager, details below.

Please include as much information as you can in relation to the nature of your complaint and your contact with Acorn Money Limited trading as MotorPocket

Name: Ros Greener
Tel: 01325 978640
Address: 2 Union Square, Darlington DL1 1GL
Email: [email protected]

What you can expect from us

Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also:

  • acknowledge the complaint in writing promptly
  • give details in our acknowledgement letter of the Financial Ombudsman Service
  • make contact to seek clarification on any points where necessary
  • fully investigate the complaint
  • keep you informed of our progress
  • discuss with you our findings and proposed response
  • use details of your complaint and our review to improve our service

You will receive contact from us advising on progress if we cannot respond immediately.

We will let you have our final response as soon as possible and not later than eight weeks.

Closing a Complaint

Where the firm receives confirmation from you that you are satisfied with the findings of the investigation and any resolution, the complaint will be considered closed.

Where no confirmation has been received from you within 8 weeks of the firm’s most recent letter, the complaint may also be considered closed.

Financial Ombudsman Service

The firm must co-operate fully with the Ombudsman in resolving any complaints made against it and agrees to be bound by any awards made by the Ombudsman.

The firm undertakes to pay promptly the fees levied by the Ombudsman.

Contact:

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567 (usually free from a fixed line phone but mobile calls may be charged) or 0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs) or 020 7964 0500
Email: [email protected]
Website: www.financial-ombudsman.org.uk

Printable PDF copy of our Complaints Procedure

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Complaints Procedure Leaflet