Complaints

Raising a query or concern

We at TotallyMoney appreciate that there may be times when you may have concerns that need clarification and when, even with the best of intentions, things can go wrong. So, if you have any questions or concerns about any aspect of our service, please let us know. We’ll then investigate the situation and, where necessary, set about putting things right as quickly as possible.

How do I do this?

If your concern is in relation to the general use of our website, or searches showing on your credit file that you aren’t sure about, you can contact us via email or by post at TotallyMoney, FAO Customer Insights, Churchill House, 142-146 Old Street, London EC1V 9BW. If you remain dissatisfied once we have responded to your concern, we will then log this as a formal complaint, send you an acknowledgement and issue our final response as soon as possible (but no later than eight weeks, in line with the industry regulator requirements).

However, if your concern relates to incorrect information or an entry on your credit file (such as an incorrect address registered or a payment status incorrectly registered by a lender), please raise your concern by clicking the “raise a dispute” box within your credit file. This will ensure your query goes straight to the relevant party, as we at TotallyMoney aren’t able to make such changes for you. This is because we only provide you with access to the credit data that Callcredit hold on you and therefore we are unable to amend this ourselves.

Our policy

  • We aim to send an initial response to queries within three working days (unless it’s a dispute raised via your credit file) and, if this is not possible, within five working days.
  • If the complaint or query relates to one of our partners’ services incorrectly, then we refer it to the correct organisation to ensure it can be properly addressed – and we will of course inform you of this
  • We investigate the complaint and its source. Where we are at fault (for example, because we have breached a relevant rule or there has been an administrative error) we assess whether other customers may have been affected by the fault and put in place procedures to correct the problem.

Financial Ombudsman Referrals

If you’re not satisfied with the outcome of a complaint, you may be entitled to contact the Financial Ombudsman Service. This can be done once we have issued our final response (referral details will be provided in this letter) or if the eight weeks we have in which to respond to the complaint has lapsed.

Online dispute resolution

If your complaint is regarding a product or service which you obtained via our service, then you should address your complaint direct to that Supplier. You can raise a complaint about any services obtained online by visiting the European Commission’s Online Dispute Resolution Portal. Doing so will help you to access the appropriate dispute resolution body for your complaint.