Complaints Procedure

Last updated: October 6, 2025

Our Commitment

At Model Group Finance, we are committed to providing excellent customer service. If you're not satisfied with any aspect of our service, we want to hear from you. We take all complaints seriously and will work to resolve them fairly and promptly.

How to Make a Complaint

Step 1: Contact Us

You can submit a complaint through the following channels:

  • Email: complaints@modelgroupfinance.com
  • Phone: +44 20 1234 5678
  • Live Chat: Available in your account dashboard
  • Post: Complaints Department, Model Group Finance, 128 City Rd, London EC1V 2NX, UK

Step 2: What to Include

To help us resolve your complaint quickly, please provide:

  • Your full name and account number
  • Details of the issue or service you're complaining about
  • Date(s) when the issue occurred
  • Any relevant transaction references or correspondence
  • What you would like us to do to resolve the issue

Step 3: Our Response Timeline

We aim to resolve complaints as quickly as possible:

  • Acknowledgement: Within 2 business days
  • Initial Response: Within 5 business days
  • Final Response: Within 15 business days (or up to 35 days for complex cases)

What Happens Next

  1. 1

    Investigation

    We'll thoroughly investigate your complaint and review all relevant information.

  2. 2

    Communication

    We'll keep you updated on the progress and may contact you for additional information.

  3. 3

    Resolution

    We'll provide a final response explaining our findings and any actions we'll take.

If You're Not Satisfied

If you're not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) within 6 months of our final response.

Financial Ombudsman Service

  • Website: www.financial-ombudsman.org.uk
  • Phone: 0800 023 4567 or 0300 123 9123
  • Email: complaint.info@financial-ombudsman.org.uk
  • Address: Exchange Tower, London E14 9SR

The FOS is an independent service that resolves disputes between consumers and financial services providers. Their service is free of charge.

Types of Complaints We Handle

Transactions

Issues with money transfers, delays, or incorrect amounts

Virtual Cards

Card issuance, declined transactions, or unauthorized charges

Account Access

Login issues, account restrictions, or verification problems

Customer Service

Staff conduct, response times, or service quality

Our Complaints Handling Principles

  • Fair: We investigate all complaints impartially and thoroughly
  • Transparent: We explain our decisions clearly and provide reasons
  • Timely: We respond within our published timescales
  • Confidential: Your complaint is handled with discretion and privacy
  • Learning: We use feedback to improve our services

Contact Information

For complaints and feedback:

  • Email: complaints@modelgroupfinance.com
  • Phone: +44 20 1234 5678
  • Address: Complaints Department, Model Group Finance Ltd, 128 City Rd, London EC1V 2NX, UK