Complaints and Feedback Policy

ATLMoney is registered as a data controller with the UK Information Commissioners Office with a registration number ZA076360. If you do not receive satisfaction from us, we would like you to tell us about it. All complaints are taken seriously, and all feedback is appreciated as it provides us with an opportunity to improve our standards. All complaints and feedback are referred to the relevant directors within the business for investigation without delay.

Complaints Procedure

If you have a complaint, please get in touch with Compliance Manager at the following address:

ATLMoney
3rd Floor, 86-90 Paul Street
London EC2A 4NE, UK

  1. We will send you a letter or email, acknowledging your complaint and confirming its receipt. You should expect to receive this confirmation within 5 working days of us receiving your complaint;

  2. We will then record your complaint in our central register and investigate on your behalf. This is likely to involve the following steps;

  3. The appropriate Director will draft a full response to your complaint and send it out to you with any supporting documentary evidence. In addition, if the relevant Director considers it appropriate, she/he may wish to discuss the events surrounding your complaint directly with you. The majority of complaints we receive are resolved in this way the Director can explain how ATLMoney Ltd plans to resolve the issue and, if appropriate, offer an apology or compensation.

  4. If you are not satisfied with the outcome, you can request in writing that the decision of the Director to whom the matter was first referred, be reviewed. Another more senior Director of the company will be appointed to review the initial decision. We will let you know the outcome of this review in writing as soon as possible. This decision will be final.

  5. We aim to acknowledge, investigate and resolve all complaints within 14 working days of receipt.

Contact Information

You can contact us about this privacy policy by writing or email us at the address below:

ATLMoney
3rd Floor, 86-90 Paul Street
London EC2A 4NE, UK
Call: +44 (0) 20 3137 8850
Fax: +44 (0)20 3137 1914
Mail: [javascript protected email address]