Money Buddies are committed to providing a high-quality service to all of our clients.
You can make a complaint if you are not happy. We take all complaints seriously.
MAKING YOUR COMPLAINT
If you would like to complain you can call our Director of Operations on 01132 350276, email complaints@egac.org or write to Complaints, Haslewood Hub, 93 Haslewood Drive LS9 7PS and say that you want to complain. Mark your email/letter for the attention of the Director of Operations.
SOLVING YOUR PROBLEM INFORMALLY
We may offer to talk through your concern informally instead of starting the formal complaints process. Talking through your concerns can be quicker and less stressful.
If you do not want to talk informally or it does not solve your issue, you can raise a formal complaint by emailing complaints@egac.org or calling 01132350276.
HOW WE INVESTIGATE YOUR COMPLAINT
The Director of Operations will investigate your complaint. If your complaint is about the Chief Executive Officer, the Board of Trustees will investigate. We aim to respond within 7 days. We will let you know if it is going to take longer.
IF YOU ARE NOT SATISFIED WITH THE OUTCOME OF YOUR COMPLAINT
If you are not happy with the outcome of your complaint, you can ask that the Director Of Operations review it.
Details of how to ask for a review will be included in the first reply to your complaint. You should ask for a review within 4 weeks of getting the reply.
When you ask for a review you should explain which parts of the investigation or reply you are not happy with.
You will receive correspondence within 7 days of us receiving your request for a review, telling you what will happen next.
HOW WE REVIEW YOUR COMPLAINT
The Chief Executive Officer will
- verify that your complaint was thoroughly looked into.
- check that all the issues you raised were responded to in the reply
- Check that the reply was reasonable and fair.
