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Menna Complaints Policy

Introduction

Menna is a digital personal finance assistant designed for sole traders and small business owners. We help our users track cash flow, monitor expenses and manage their credit score, while also providing a marketplace to search for offers on loans and other financial products.

At Menna, we are committed to handling all complaints promptly and fairly, in line with our complaint procedure. We have incorporated the requirements set by the Financial Conduct Authority (FCA) in our complaint handling process to ensure fair and effective outcomes for our customers.

How to Make a Complaint About Menna

If you’re unhappy with the service you have received from Menna, you can write to us or send us an email, and we will look to resolve the matter as quickly and fairly as possible.

Please contact:

  • Email: [email protected]
  • Postal Address: Menna Ltd, Spark, Maindy Road, Cardiff, CF24 4HQ.

Please provide:

  • Your name and contact details
  • A description of your complaint
  • Any relevant reference numbers or supporting documents.

Our Process 

  • Acknowledgement – We will acknowledge your complaint in writing within 5 working days.
  • Investigation – We will review your case fairly and impartially, considering all relevant information.
  • Final Response – We will provide a final response within 8 weeks of receiving your complaint, outlining our findings and any resolution.
  • Escalation – If you are dissatisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service (FOS)

If you are unhappy with our final response, or if we do not respond within 8 weeks, you can refer your complaint to the Financial Ombudsman Service (free of charge).

You must contact the FOS within 6 months of receiving our final response.

Recording and Monitoring Complaints

We record all complaints to help us improve our services. We review complaints regularly to identify trends and make necessary improvements.