Complaints Policy

How we handle your complaint

Delivering excellent service to our customers is our number one priority. However, we do recognise that things may occasionally go wrong, and you may feel you have cause to complain. We take customer complaints seriously and will work to address and resolve any issues promptly.
You can raise a complaint with us by email, phone or letter using the following contact information
By phone: 0330 551 9949
By email: complaints@carefinsolutions.co.uk
By post: Carefin Solutions Limited trading as MediMoney, 5th Floor, 1 Capital Quarter, Tyndall Street, Cardiff CF10 4BZ
When and how you will hear from us
If we can resolve your complaint within 3 working days, we will send you written confirmation of this in the form of a summary resolution letter.
If we decide that you are not an eligible complainant, we will advise you of this promptly. This may be because your complaint is time barred, which means the event happened more than six years ago, or it is more than three years since you should reasonably have been aware you had cause for complaint.
Where we cannot resolve your complaint within three working days, and if your complaint is regarding a regulated consumer credit agreement and the way you were sold the finance, we will send you a written acknowledgement so that you know we have received your complaint, but please be aware that as an appointed representative we will forward your complaint to the principal firm Citrus Compliance, who will handle and manage your complaint directly and in accordance with FCA regulations.
Citrus Compliance will send you a final response within eight weeks. The final response will:
  • •Let you know the outcome of the investigation
  • •If appropriate, advise you of what we intend to do to rectify the problem
  • •If we disagree with your complaint, clearly explain why
Regulated activity complaints
The Principal Firm Citrus Compliance can be contacted using the following methods:
By phone: 0800 688 9934
By email: admin@citruscompliance.co.uk
By post: Citrus Compliance, Watermoor Point, Watermoor Road, Cirencester, GL7 1LF
What to do if you are not happy with the decision?
If you have a regulated consumer credit agreement arranged by us and are not satisfied with the final response, you may be eligible to refer the matter to the Financial Ombudsman, who provide a free, independent service for dealing with unresolved disputes. Please note: The Financial Ombudsman will not consider your complaint until you have allowed us eight weeks to respond.
Contact with the Financial Ombudsman Service (FOS) must be within six months of the final response. In the final response, a copy of the Financial Ombudsman Service's explanatory leaflet will be provided. We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.
You can contact the Financial Ombudsman using the following:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 (free for most people calling from a landline) / 0300 123 9123 (cheaper for those calling from a mobile) or +44 (0)20 7964 0500 (if calling from abroad)
Web site: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
All records will be kept for a period of six years.

Policy Details

Last updated: 9th September 2025
Reference: CPv409092025
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MediMoney is a trading name of Carefin Solutions Limited (FRN: 1039481), which is an Appointed Representative of Citrus Compliance, a trading name of Andrew Smith, who is authorised and regulated by the Financial Conduct Authority (FRN: 826675) for consumer credit activities. You can check the details of both firms on the Financial Services Register https://register.fca.org.uk/s/

We are a credit broker, not a lender. We will receive a commission from the finance provider for arranging finance for you but only if you decide to enter into an agreement with them. This may be a fixed amount or a percentage of the amount that you borrow. The interest rate and/or APR offered to you is not affected or influenced by the commission that we receive.

Finance is available to UK residents aged 18 or over, subject to status and affordability. Terms and Conditions apply.

Company Information
MediMoney is a trading name of Carefin Solutions Limited. Company No.16237051. Registered Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ Data Protection Registration No: ZB893803.