Complaints policy

How to make a complaint

We want to provide a clear and fair service. If you are dissatisfied with Money Trumpet or the service provided by Stork Finance Limited, please tell us so that we can investigate.

Send your complaint to Stork Finance Limited

By email

info@moneytrumpet.co.uk

Please put Complaint in the subject line where possible.

There is no charge for making a complaint.

Is the complaint about another organisation? If your concern relates to a lender or another broker’s checks, decision, offer, agreement or conduct, you should normally complain to that organisation directly. If you are unsure who is responsible, contact us and we will explain the appropriate route where we can.

What to include

Information that will help us investigate

You do not need to use legal language or a special form. Please explain that you are making a complaint and provide as much of the following as you reasonably can.

Your full name and preferred contact details.
The email address used for your enquiry or application.
What happened and when it happened.
Why you are dissatisfied.

Any relevant reference number or recipient name, if known.
Copies of relevant correspondence, where appropriate.
The outcome you would like us to consider.
Any communication needs you would like us to be aware of.

Please do not send online banking passwords, PINs, full card security details or original documents. We will ask if further information is reasonably required.

Our process

What happens after we receive a complaint

Acknowledgement

We will send a prompt written acknowledgement confirming that the complaint has been received and is being handled.

Investigation

We will review the relevant information fairly and may contact you if we need clarification or further evidence.

Progress

We will keep you informed about the progress of the investigation while the complaint remains open.

Response

For this type of complaint, we will send a written final response, or explain why one is not yet available, within eight weeks of receipt.

Our final response will set out our findings and reasons, any action or redress we consider appropriate, and information about referring an eligible complaint to the Financial Ombudsman Service.

Independent review

Financial Ombudsman Service

If you are an eligible complainant and remain dissatisfied with our final response, or we have not sent the required response within eight weeks, you may be able to refer the complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is free for consumers. It will decide whether it can consider the complaint.

Visit the Ombudsman website

Referral deadline

Do not miss the time limit

You will normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.

Our final response will explain the applicable referral rights and time limit. Different rules can apply in limited circumstances, so contact the Ombudsman promptly if you are unsure.

Read the Ombudsman’s guidance about credit-broking complaints.

Accessibility and representation

Help with making a complaint

You may ask another person to complain on your behalf. We may need your authority before sharing information or discussing the complaint with them.

If you have a communication or accessibility need, tell us what would help. See our Accessibility statement for more information.

Privacy

How complaint information is used

We will use personal information to receive, investigate, respond to and keep appropriate records of the complaint, and to meet legal or regulatory obligations.

For more information, read our Privacy Policy.

About Stork Finance Limited

Money Trumpet is a registered trading name of Stork Finance Limited, a credit broker and not a lender. Stork Finance Limited is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 1018154.

View the FCA Register entry

Policy prepared and last reviewed: 11 September 2026.