Moixa Technology Complaints Policy (2021)
How to Complain
We're sorry to hear if you're unhappy and we'd like to help resolve any issues as soon aspossible. If you would like to raise a complaint you can do this directly by calling Moixa
Support on 02077 341 511 (option 2) or emailing us at support@moixa.com.
Office opening hours are Monday to Friday, 9:00 to 18:00,(excluding Bank holidays).
Complaints can be received directly via email, telephone or post across all areas of thebusiness.

Moixa Complaint Process
At Moixa we take complaints seriously and we will always try to resolve any issues relating toour service or hardware to your satisfaction. The Moixa complaints timeline is outlined in thetable below to help guide you through the process.

Timeline

What happens

Acknowledgement: Within 24 hours

We will always try to acknowledge your complaint as soon as we
receive it and provide you with a formal acknowledgement.

Summary
Response
Communication: 5working days

We aim to resolve all complaints within 5 working days providing averbal resolution. If you are happy with the outcome and accept theclosure of the complaint we will provide a Summary ResponseCommunication.

Final Response
Communication:
20 working days

If we are unable to resolve the complaint within 5 working days, wewill then escalate the complaint to a senior member of the team and,within a timeframe of a further 20 working days, write to you with our
response in a Final Response Communication.
If it is not possible to get back to you within this timeframe, we will
write to you to update you on progress within the 20-working day
period.

Unhappy with theresponse? Next
steps in escalating

If you think our response is unsatisfactory or do not agree with ourdecision, our Customer Support Manager will review the decision andwe will write back to you within 20 working days of you letting us
know that you are unhappy with the outcome.

Taking it further...

In the event that you are still not satisfied with the reviewed decision,
you can refer your complaint to an independent body or free advice
services to review.

1Independent Advice
You can refer your complaint to HIES who will investigate your complaint in full and free ofcharge through their Alternative Disputes Resolution process (ADR). ​You can contact HIES
through a number of ways
Online ​https://www.hiesscheme.org.uk/what-we-do/alternative-dispute-resolution/
Post: Centurion House, Leyland Business Park,Centurion Way, Farington, Leyland, PR25 3GR
Telephone: 0344 324 5242
The Citizens Advice consumer service gives free, confidential and impartial advice. You canget in touch with them for advice at any time during the complaints process:03454 04 05 061
www.citizensadvice.org.uk/energy
Consumer energy query form
Know your rights
It's easy to get free independent advice so that you "Know your rights'' as an energy
consumer. You might want to get a better deal, find out how to make a complaint, getadvice about the quality of your electricity or gas supply, or ask for help if you’re struggling
to pay your bills.
The document produced by the Citizens Advice service provides more information about
where energy consumers can get free independent information and advice about theirenergy supply as well as ways to reduce their energy bills. ​Know your rights (PDF 81.2KB)

Taking it Further - Ombudsman Services
If you are still not satisfied with our decision and we are in a deadlock you can refer yourcomplaint to the Ombudsman service to review but you must do so within six months of thedate of the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission toconsider your complaint and so will only be able to do so in very limited circumstances. For
example, if the Ombudsman believes that the delay was as a result of exceptional
circumstances.
The Ombudsman is a free and independent service who will review your complaint in fulland investigate the actions taken by Moixa to gain a resolution. If the Ombudsman does notagree with Moixa's outcome then they will instruct us on the next steps to make things
right. The Ombudsman outcome is final with Moixa but you can choose to accept or decline.
We will cooperate fully with the Ombudsman in resolving any complaints made against us
and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay
promptly any fees levied by the Ombudsman

2Contact:
The Energy Ombudsman Service,Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: ​enquiry@ombudsman-services.org
Website: https://www.ombudsman-services.org/

Complaint Forwarding & 3rd Party Complaints
On occasions when we receive a complaint and following our initial investigations we believe
the root cause of the issue needs to be addressed by a different company e.g your energy
provider, we will formally forward the complaint in full or in part on your behalf.
If a complaint case is raised indirectly through a 3rd party such as an energy company orfinance company, in these instances the complaints will follow our usual procedure and wewill keep the related parties involved and informed every step of the way.

Complaint Eligibility
We are happy to resolve all types of issues however, eligible complainants, customers thathave purchased goods and services using a lender's finance, are legally defined and haveadditional rights in law that we must acknowledge and adhere to.
The Financial Conduct Authority complaints rules apply to complaints:-A complaint made by, or on behalf of an eligible complainant.
Relating to regulated activity.
Involving an allegation that the complainant has suffered, or may suffer, financial
loss, material distress or material inconvenience.

3Credit Broking Complaints
If you are unhappy with our role in introducing you to a lender to obtain finance, pleasecontact Moixa directly by calling 02077 341 511 emailing ​support@moixa.com​.
Credit broking complaints process

TimelineAcknowledgemen
t: Within 24 hours

What happens
We will always try to acknowledge your complaint as soon as we
receive it and provide you with a formal acknowledgement.

Final response
Communication:
Within 8 weeks

We will provide a final response to you, either:● accepting the complaint and offering redress or remedialaction;● offering redress or remedial action without accepting thecomplaint; or● rejecting your complaint.

Taking it further

If we are not able to provide a final written response within 8weeks, we will write to you and explain when we expect to be able
to do so and inform you that you may now refer your complaint tothe Financial Ombudsman Service if you wish.

Moixa Technology Limited is authorised and regulated by the Financial Conduct Authority. Itacts as a credit broker and not a lender. Allium Money Limited acts as the lender.
The Financial Ombudsman Service
Exchange Tower, London E14 9SR
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: ​https://www.financial-ombudsman.org.uk/

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