Complaints Policy

Effective Date: 1st July 2024

Mintify is dedicated to enhancing the financial well-being of people throughout the United Kingdom. Our purpose is to bring clarity to all aspects of financial decision making and we do this by providing zero cost to consumer market insights, research findings, data and the necessary resources needed to empower UK consumers to make informed decisions that they can trust, feel confident in and that best suits their unique financial goals and needs.

We recognise that sometimes things go wrong. When this happens, we want to give you the opportunity to contact us so that we can help resolve your query as soon as possible. We want to hear your voice and make things right.

Table of Contents

 

1.0.   How To Make A Complaint

If you have a complaint about our service, you can contact our complaints team. Please include:

  • Your full name and contact details.
  • A detailed description of your complaint.
  • Any relevant documentation or screenshots.

Also, provide as much detail as possible about why you are unhappy. This information will help us respond more efficiently. If we need more information, we will contact you to request additional details.

2.0.   Contact Us by Email

Please send an email to [email protected]

3.0.   Contact Us By Post

You can also write to us at our registered office:

Customer Care Manager,
6501, 321-323 High Road,
Chadwell Heath,
Essex,
RM6 6AX
United Kingdom

4.0.   Alternative Communication Methods

If you prefer, we can communicate with you by telephone. Please email us and include your name and telephone number so that we can contact you.

5.0.   Complaints Procedure

Acknowledgement of the Complaint:

Upon receiving your complaint, we will acknowledge it within 72 hours via your preferred contact method. We will provide a unique reference number for your complaint for future correspondence.

Investigation:

Our complaints team will thoroughly review your complaint, examining the details provided and any relevant records. If additional information is needed, we will contact you within 72 hours of the initial acknowledgment. We aim to resolve all complaints within 14 days. If more time is required, we will notify you with an explanation and expected resolution date.

Resolution:

Once the investigation is complete, we will contact you with the outcome and any actions taken to resolve your complaint. If your complaint is upheld, we will explain the steps we are taking to address the issue and prevent recurrence.

Feedback and Improvement:

We use feedback from complaints to improve our services and processes. Our complaints policy is reviewed annually to ensure effectiveness and compliance with regulatory requirements.

6.0.   Terms Of Use

You can find full details about our terms of use here