Complaints
If something's not right, tell us. We take every complaint seriously and aim to resolve issues quickly and fairly.
How you can make a complaint
You can make a complaint by telephone, email or letter.
Telephone
Letter
Salt Money Ltd, Complaints Department,
36 Nightingale Road, Godalming,
Surrey, GU7 3AG
Our complaints process
At SALT. we value feedback from our customers and are committed to providing the highest standard of service. If you are unhappy with any aspect of our products, services, or experience, we encourage you to reach out to us. We take complaints seriously and aim to resolve any issues quickly and fairly.
When you complain to us, we will try and resolve your complaint within three working days.
If we cannot resolve your complaint within three working days, we will send you an acknowledgement letter. This letter will tell you that we have received your complaint and that we will review it. You will also receive a copy of our complaints procedure.
A member of our team will investigate your complaint. We aim to provide a final response letter to you within eight weeks of receiving the complaint. This letter will tell you what investigation we have carried out and whether we have upheld your complaint.
If you are not happy with our decision, you can refer your complaint to the Financial Ombudsman Service. We will provide you with the contact details of the Financial Ombudsman Service in your final response letter. If you want to contact the Financial Ombudsman Service, you will need to contact them within six months of receiving our final response.
The Financial Ombudsman Service
The Financial Ombudsman Service is entirely free to use. You can find more information on their website at www.financial-ombudsman.org.uk, call their helpline on 0800 023 4567, or email complaint.info@financial-ombudsman.org.uk.
If you would like to write to them: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
