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Complaints

COMPLAINTS PROCESS

How to make a complaint

If you are unhappy with our service, we want to hear from you so we can try to resolve the issue.
Make a complaint
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Contact MacNab Financial Services

MacNab Financial Services Limited is committed to providing a professional service to all our customers. If you are unhappy with our service, we want to hear about it so we can try to resolve the issue.

Call us

0800 0495949

Email us

contact@macnabfs.co.uk

Write to us

MacNab Financial Services Limited, 2 Vicarage Road, Verwood, Dorset, BH31 6DR
OUR PROCESS

Two ways we can handle your complaint

We have two complaint processes: Simplified and Formal.
Up to 3 business days

Simplified complaints

  • We will use this process if your complaint is a simple matter that can be resolved quickly.
  • We aim to investigate and resolve your complaint within 3 business days.
  • If you are happy with our proposed resolution, we will send you written confirmation.
  • If you are not satisfied or do not respond within 3 days, your complaint will be referred to TMG Direct Limited Ltd for formal handling.
Response within 8 weeks

Formal complaints

  • This process is used for more complex complaints, complaints sent directly to TMG Direct Limited Ltd, or if you request a formal complaint.
  • Upon receipt, TMG Direct Limited Ltd will acknowledge your complaint and investigate it fairly.
  • They will write to you with the outcome of their investigation within 8 weeks.
  • If the investigation is not complete within 8 weeks, they will explain the reason and provide an expected completion date. They will also give you information on contacting the Financial Ombudsman Service.
FORMAL COMPLAINTS

Contact The Money Group

If you wish to register a complaint, please either:

Write to: The Money Group, 27 Bridgegate, Rotherham, S60 1SN

Telephone: 01709 242927

Email: Compliants@themoney-group.co.uk

INDEPENDENT SUPPORT

The Financial Ombudsman Service

If you are not satisfied with the outcome of TMG Direct Limited Ltd’s investigation, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) within six months of receiving a final response.
Visit the Financial Ombudsman Service

Need assistance?

We are committed to providing an accessible complaints process. If you have any difficulties or require assistance, please let us know when you submit your complaint.
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General Information

MacNab Financial Services Limited FRN 912485 is an Appointed Representative of TMG Direct Limited,

FRN 786245, which is authorised and regulated by the Financial Conduct Authority.

Registered Office:

2 Vicarage Road, Verwood, Dorset, BH31 6DR.

Registered in England & Wales.

Company Registration Number: 12081343.

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© 2026 MacNab Financial Services Limited. All Rights Reserved.

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