However, we recognise that, occasionally, we may fail to meet our customers’ expectations.

If for any reason you are not satisfied with the service you have received from us please let us know by emailing complaints@movopartnership.co.uk, or calling 020 8138 5070, or by writing to Complaints Manager, Movo Partnership Ltd. First Floor, 30 High St, Chislehurst Kent, BR7 5AS.

Your feedback is important to us, and we will look to resolve the issue as quickly as we can and will provide a final response no later than 8 weeks after you contact us.

If you are unhappy with how we propose to resolve your complaint, or if we have been unable to provide a final response within 8 weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion.

The FOS Consumer Helpline is 0800 023 4567 (free for people phoning from a “fixed line” (for example, a landline at home) or 0300 123 9123 (free for mobile-phone users paying monthly charge for calls to No’s starting 01 or 02).

Alternatively, you can contact them at Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR or through their website www.financial-ombudsman.org.uk.

A full copy of our complaint’s procedure is available on request.