Last reviewed: 09 June 2026

Complaints Procedure

Money Rewind (Clinical Marketing Solutions Limited) takes complaints seriously. This procedure explains how to complain about our service and your right to refer an unresolved complaint to the Claims Management Ombudsman.

How to contact us

Post: Clinical Marketing Solutions Limited, Regent House, Heaton Lane, Stockport, England, SK4 1BS
Phone: 03301 334 005*
Email: info@moneyrewind.co.uk

1. Acknowledgement

We will acknowledge your complaint promptly and in writing, usually within five business days, tell you who is handling it, and confirm that we will send you a final response within eight weeks. We may ask for further information to investigate your complaint.

2. Summary resolution within three business days

If we are able to resolve your complaint to your satisfaction within three business days of receiving it, we will send you a Summary Resolution Communication setting out our understanding of your complaint, the action we have taken, and your right to refer the matter to the Claims Management Ombudsman if you are dissatisfied. The Summary Resolution Communication will give the Ombudsman's website address (cmc.financial-ombudsman.org.uk), tell you that further information is available there, and explain the time limits that apply to referring a complaint.

3. Investigation

For complaints that are not resolved within three business days, we will investigate your complaint fairly and thoroughly. We may contact you by telephone, email or post if we need additional information.

4. Final response — within eight weeks

We aim to send you a final response within eight weeks of receiving your complaint. Our final response will explain our investigation, our decision, and what remedy we are offering if we uphold your complaint. It will also include the Claims Management Ombudsman's standard explanatory leaflet and the Ombudsman's website address.

If we cannot provide a final response within eight weeks, we will send you a holding letter explaining why, when you can expect a final response, and that you may refer your complaint to the Claims Management Ombudsman if you are dissatisfied or if eight weeks have passed without a final response.

5. When a complaint is resolved

A complaint is resolved only when you accept our final response. If you do not respond to our final response, your complaint is not automatically closed — you may still refer it to the Claims Management Ombudsman within the time limits below.

6. Referral to the Claims Management Ombudsman

If you are not satisfied with our final response, you may refer your complaint to the Claims Management Ombudsman free of charge within six months of the date of our final response letter. You may also refer your complaint if eight weeks have passed since we received it and we have not sent you a final response.

Claims Management Ombudsman
Exchange Tower
London E14 9SR
Tel: 0800 023 4567
Web: cmc.financial-ombudsman.org.uk

For information about your rights when making a claim, see our Your rights when making a claim page.