How to make a complaint

At MT Finance we always put our customers first and want your experience with us to be as smooth as possible and to meet or exceed your expectations. Where your experience falls short of expectations, we are committed to working with you to resolve any issues as quickly and efficiently as we can.

If you need to make a complaint, you can:

  • call our team on 0203 051 2331 between Monday and Friday 9am to 5:30pm.
  • email us at complaints@mt-finance.com
  • write to us at MT Finance, 9th Floor, Holborn Tower, 137-144 High Holborn, London WC1V 6PL

What happens next?

We will always aim to deal with any complaint as quickly as possible. How quickly will depend on the nature and complexity of the complaint which may require investigation. In the first instance any complaint will be sent to the complaints manager who will determine whether the complaint relates specifically to the performance of MT Finance or a third-party.

Once we have identified the reason of dissatisfaction, we will aim to resolve this within 3 working days and provide a response. If we are unable to provide a definitive response as a result of our investigation within 3 days, we will let you know that the matter is under further investigation and who is handling the complaint. If you have a preferred method of communication for any responses, we would be grateful if you could indicate this when a complaint is initially raised.

If we are unable to resolve your complaint within 4 weeks of receipt, we will contact you and explain why a resolution has not been reached and what we are doing to get a final resolution and when we will next contact you.

In exceptional cases where complaints are not resolved to the satisfaction of the complainant within 8 weeks of receiving the initial complaint, we would be in contact to explain the reasons why. At this point a complainant has the statutory right to take the complaint to the Financial Ombudsman Service (FOS).

What to do if you are unhappy with our final decision?

It could happen that following our investigation that you may still be unhappy with our response. In this case you may be able to refer your complaint to the FOS. The Financial Ombudsman is an independent and impartial body who can help resolve disputes between customers and businesses providing access to financial products.

Before the Financial Ombudsman can look at any complaint it must have been raised and investigated with the company who is the subject of the complaint and the person who raised the compliant in either in possession of the final decision or that 8 weeks have passed since the complaint was made. It is worth noting that complaints can only be raised with the Financial Ombudsman up to 6 months after a final decision has been received.

Details of the Financial Ombudsman would be sent with any final decision or can be found below:

Contact:                                                         

Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel0800 023 4567, 0300 123 9123 or +44 20 7964 0500 (if calling from abroad)
Emailcomplaint.info@financial-ombudsman.org.uk
Websitewww.financial-ombudsman.org.uk

Please note: We can provide the information contained in this page in large print, Braille and audio tape. Please ask us for this information in an alternative format if you need it.