Regulatory
MIFIDPRU Public Disclosure
Complaints publication report
We are required to publish complaints data every six months. The table below provides a summary of the complaints Moneybox has addressed over the last six month reporting period, including the number open and closed, the time taken to reach a conclusion, the proportion upheld, as well as the main root cause for each business area.
Firm name: Digital Moneybox Limited
Period covered in this report: 1 December 2024 – 31 May 2025
Brands/trading names covered: Moneybox
| Number of complaints opened by volume of business | ||||||||
| Product / service grouping | Provision (at reporting period end date) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Banking and credit cards | 0.36 per 1000 accounts | N/A | 535 | 404 | 29% | 71% | 39% | Delays / timescales |
| Decumulation and pensions | 0.20 per 1000 policies in force | N/A | 19 | 19 | 26% | 74% | 42% | Delays / timescales |
| Investments | 0.10 per 1000 client accounts | N/A | 101 | 98 | 22% | 78% | 27% | Other general admin / customer service |