Money Saviour

Complaints procedure

Last updated September 2026

Telling us

We want to put things right if we get something wrong. Please tell us by emailing hello@moneysaviour.co.uk, or by writing to 16 Clodien Avenue, Heath, Cardiff CF14 3NP. Please say which service your complaint is about, what went wrong, and what you'd like us to do.

If you were referred for debt advice, you can also ask your caseworker to pass your complaint on, or ask the organisation that referred you for help to make it.

Debt advice from Money Saviour C.I.C.

Money Saviour C.I.C. is authorised and regulated by the Financial Conduct Authority (FRN 618806) and handles complaints in line with FCA rules.

  • We'll acknowledge your complaint promptly and tell you who is dealing with it.
  • If we resolve it within three business days of receiving it, we'll confirm that in writing.
  • Otherwise, we'll send you our final response within eight weeks. If we can't, we'll write to explain why and when we expect to respond.

If you're unhappy with our final response, or we haven't sent one within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service, free of charge. You normally need to do this within six months of our final response.

Coaching and financial wellbeing from Money Saviour Financial Solutions Ltd

We'll acknowledge your complaint promptly, look into it fairly and aim to give you a full response within eight weeks.

Personal finance coaching and financial wellbeing services aren't regulated by the Financial Conduct Authority, so the Financial Ombudsman Service can't usually consider complaints about them. If you're not satisfied with our response, you may be able to get help from Citizens Advice consumer service.