Complaints

How to make a complaint and the steps we will take

Telephone	Email	Post
You can contact us by telephone on: 01904 622150	You can contact us by email at: info[AT]mcafundingforchurches[DOT]co[DOT]uk	You can write to us at: 53 Walmgate York YO1 9TY

We will do everything we possibly can to handle your complaint and resolve the matter if we can. We will write to you within five working days of receiving your initial complaint to tell you what we have done to resolve the problem or to let you know when you can expect a full response. We will also let you know the name and contact details of the person dealing with your case.

If we have not issued our final response within eight weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service (FOS) for an independent review if you are deemed eligible to do so – see below for eligibility guidelines. You must do this within 6 months of the date of the final response letter.

Please include your name, address, contact phone number and account number (if relevant) with any correspondence.

For a complaint to be FOS eligible, the complainant must be:

• a private individual, or
• a business with less than 10 employees and has a turnover or annual balance sheet that does not exceed €2 million at the time of the complaint, or
• a charity which has an annual income of less than £1,000,000 at the time of the complaint, or
• a trust which has net assets of less than £1,000,000 at the time of the complaint

The Financial Ombudsman Service will only consider your complaint once you have tried to resolve the issue with us, so please contact us first and we will do all we can to help.

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel: 0300 123 9123 or 0800 023 4567

Fax: 0207 964 1001.

Email: complaint[DOT]info[AT]financial-ombudsman[DOT]org[DOT]uk

Website: www.financial-ombudsman.org.uk