Complaints

Our complaints policy can be found below. If you have any questions on the contents of this policy, please get in touch and we can provide further information if required.

This page was last updated on 20th August 2021.

How to make a complaint

ilumoni always tries to ensure that customers receive an excellent standard of service. However, we understand that sometimes something may go wrong. We have set out below how you should contact us if you are not satisfied.  We will investigate all complaints diligently, fairly and free of charge, but if you remain dis-satisfied we will direct you to The Financial Ombudsman Service to appeal.

You can make your complaint:

Using our contact form here: Contact form.

Your complaint

We need you to provide as much information and documentation as possible about the nature of your complaint.

How and when we respond to complaints

Regulations allow us 56 days (or 15 days if an open banking complaint) to resolve your complaint, but we’re committed to resolving these as soon as possible. We will keep you informed, but depending how long it takes you will receive one of the following communications from us:

  • A Summary Resolution Communication -if we are able to resolve your complaint within three business days. This letter will explain how your complaint was resolved and will tell you about the Financial Ombudsman Service (FOS).​​

  •  A Final Response Letter - if that was not possible, we will acknowledge your complaint, keep you informed of our progress and write to you within 56 days (or 15 days if an open banking complaint). This letter will explain the details of our investigation and our decision. It will be fair, clear and not misleading. We will enclose a leaflet from The Financial Ombudsman Service, to assist you. If you are unhappy and decide to pursue this further it will advise you how to contact The Financial Ombudsman, which is a free and independent service.

You may refer your complaint to the FOS at any time, but they will need our agreement to investigate if we have not had the opportunity to put things right, if we haven’t exceeded the 56 days (or 15 days if an open banking complaint)  timescale and issued our Final Response letter. If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the issue date of our Final Response letter.

If we do not provide our final response letter within 56 days (or 15 days if an open banking complaint)   of receiving your complaint, you can refer your complaint to the Financial Ombudsman Service without it.

​Contact details for the Financial Ombudsman Service

Get in touch

If you haven't found what you need here, please get in touch and one of the team will help you.

© 2021 by ilumoni

ilumoni is a trading name of Monely Limited registered and regulated by the Financial Conduct Authority (928933 and 928681), registered in England and Wales (Company number 11886611), Registered Office: The Barnsley Digital Media Centre, County Way, Barnsley, S70 2JW

*As referenced in the FCA's financial lives report and/or the credit card market report.