How to Complain
If something has gone wrong, we want to hear about it. This page sets out how to raise a complaint, who will investigate it, and what you can do if you are still unhappy with the outcome.
- Complain by telephone, email or in writing
- It costs nothing to make a complaint
- Investigated fairly and impartially
- Free referral to the Financial Ombudsman Service
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Momentum Financial Services Ltd · FRN 1011740
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Where To Send Your Complaint
You can make a complaint by any reasonable means, including telephone, email or in writing. Contact us directly using the details below, or go straight to Momentum Financial Services Ltd if you would prefer.
11 Lime Tree Walk
Sevenoaks
TN13 1YH
Tell Us What Has Gone Wrong
We are committed to providing a professional service to our customers. If you are unhappy with any aspect of the service you have received, please let us know so that we can try to put things right.
You can make a complaint by any reasonable means. That includes telephoning us, sending an email, or writing to us at the address on this page. You do not need to use any particular form of words, and there is no charge for making a complaint.
It helps if you can tell us your name and contact details, what happened and when, who you dealt with, and what you would like us to do to put it right. Any paperwork or correspondence you still have is useful, but please do not delay raising the complaint while you look for it.
If you are complaining on behalf of someone else, tell us when you get in touch so that we can arrange the authority we need before discussing their case with you.
Who Will Look At Your Complaint
Falcon Finance is a trading style of Momentum Financial Services Ltd, which is authorised and regulated by the Financial Conduct Authority. Complaints about regulated advice therefore sit ultimately with Momentum.
Where possible, we will try to resolve straightforward complaints promptly ourselves. More complex complaints will be referred to Momentum Financial Services Ltd for formal investigation.
Momentum Financial Services Ltd will investigate complaints fairly and impartially, and will provide a final response within the applicable regulatory timescale.
If You Are Still Unhappy
If you remain unhappy with the final response, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is free for consumers.
The Ombudsman is independent of both Falcon Finance and Momentum Financial Services Ltd. It considers the facts of the case and decides what it believes is fair and reasonable in the circumstances.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
You normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of the final response.
Extra Support If You Need It
If you need any additional support or reasonable adjustments when making a complaint, please let us know.
That might mean corresponding in a particular format, allowing extra time to respond, dealing with the same named person each time, or letting a family member or carer speak to us on your behalf. Tell us what would help and we will do what we can to accommodate it.
Raising a complaint will not affect the service you receive from us, and it will not affect any application that is currently in progress.