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Complaints

How to raise a complaint, and what happens next.

If you are unhappy with the service you have received from Major Money Matters Ltd, please tell us. We take every complaint seriously, look at each one in detail, and want the chance to put things right.

How to complain

You can raise a complaint with us in any of the following ways:

To help us look into your complaint quickly, please tell us your name, the best way to contact you, the case or product the complaint relates to, what went wrong, and the outcome you are looking for. If you have supporting documents, send them across at the same time.

What happens next

We follow the FCA's complaint-handling rules (DISP). Our process is:

  1. Acknowledgement. We will acknowledge your complaint promptly, in writing, within 5 business days of receiving it.
  2. Investigation. A senior member of our team will investigate. We will keep you updated as the case progresses, and we may need to come back to you for more information.
  3. Resolution. We aim to resolve every complaint as quickly as possible. If we can resolve it within 3 business days of receipt we will send you a Summary Resolution Communication. Otherwise, we will issue a Final Response within 8 weeks.
  4. If we need longer than 8 weeks. If for any reason we cannot resolve your complaint within 8 weeks, we will write to you to explain why, tell you when we expect to be able to provide a final response, and remind you of your right to refer the complaint to the Financial Ombudsman Service.

Referring your complaint to the Financial Ombudsman Service

If you are not satisfied with our final response, or if 8 weeks have passed without a final response, you can refer your complaint to the Financial Ombudsman Service (FOS) free of charge. You normally need to refer your case to the FOS within 6 months of the date of our final response.

The FOS contact details are:

The FOS is a free, independent service for resolving disputes between consumers and financial firms. More information about how it works is on its website.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations to you. Eligibility depends on the type of business and the circumstances of the claim.

For mortgage advice and arrangement, the FSCS protects up to £85,000 per person per firm. For protection products, the cover varies by product type and the FSCS provides full information on its website. The FSCS can be contacted at fscs.org.uk.

Our Network

Major Money Matters Ltd is an appointed representative of Sesame Ltd which is authorised and regulated by the Financial Conduct Authority. Our FCA reference number is 409534.

Last updated: 6 May 2026.

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