Feedback and complaints 
We value member feedback on all aspects of our service – whether you’d like to let us know that you’re happy with the service you received, or if you have any suggestions on ways we could improve.
Please share your feedback with us by email to feedback@themoney.coop with ‘Feedback’ in the subject line of the email, or contact us in any of the ways listed here.
How to complain
We always strive to provide the best possible service but, like everyone, we sometimes get things wrong. If you are unhappy with anything about our service you can always let the team know directly by using any of the usual communications channels listed here. We will do our best to fix the problem for you.
If you would like to raise a full formal complaint, we would ask you to email us at feedback@themoney.coop making clear that you would like to complain, explaining what has caused your complaint and explaining what you would like us to do to fix the problem.
We treat all complaints extremely seriously and we will get back to you as soon as we can, keeping you updated along the way.
In more complicated cases, it may take us a little longer to investigate your complaint and find a solution. We may need to ask you for extra information to help us with this. The longest we are allowed to take to get back to you with a full response is 8 weeks but we will always do our best to respond quicker than that if we can.
If once we have responded to your complaint, you are still not happy, you have the right to take your complaint to the Financial Ombudsman Service (FOS). FOS can’t look at a complaint until we’ve had chance to respond, but even if that hasn’t happened yet, you might find helpful information on their website: www.financial-ombudsman.org.uk/ or by calling them on 0800 023 4567.