Founded on Values of Simplicity, Transparency and Honesty.

At Monopolising, we want happy customers, which is why we built our core values on simplicity, transparency and honesty.

Cheap doesn’t mean or equal good value. We want you to be able to get the most out of your money, for the amount that you can afford or willing to spend.

We want to help Monopolise your money to it’s fullest potential, which is why we cover so many unique solutions for you and your business.

WHAT MAKES US SO SUCCESSFUL?

At Monopolising we’re trying to re-invent how business is done. Our four core values are:

Be Transparent

Put The Customer First

Be Open and Honest

Shake Up The Market

We are always keen to hear from our customers about how the service can be improved.

Whether it’s a simple suggestion of how we can improve certain processes or whether it is a complaint, we’d love to hear from you as we are committed to continuous improvement.

To get in touch, you can:

Email us: hello@monopolising.co.uk

Call us: 0333 456 456 1

Write to us: Monopoly House, Savoy Close, Andover, SP10 2HZ

Or Complete the form at the bottom of this page

Monopolising is different than the rest

By trying to do things differently, we are forging paths that have not been forged before. Solving long-standing challenges in the business market, with clever technology, it can mean that we don’t always get things right. If you wish to raise a complaint, you can follow the below complaints process:

1. Purpose

The purpose of this Complaint Policy and Procedure is to ensure that Monopolising provides an effective and compliant framework for handling customer complaints regarding our merchant services, energy, telecoms, and other utilities that we offer or act as an intermediary for, in accordance with UK laws and regulations.

2. Scope

This policy and procedure apply to all customer complaints related to Monopolising’s merchant services, energy provision, telecoms, and other utilities that we offer or act as an intermediary for, within the UK.

3. Principles

  • Fairness and Transparency: All complaints will be treated fairly, impartially, and transparently, respecting the rights and concerns of the complainant.
  • Put The Customer First: The complaints process will be accessible to all customers, regardless of their abilities or specific needs, ensuring equal access and treatment.
  • Be Open and Fair: Judgement, fact finding and resolution making will be equal for everyone. A complaint update can be applied for at any point during the complaint process. The customer will be informed as and when events change throughout the complaint process.
  • Shake Up The Market: Monopolising will be accountable for documenting, investigating, and resolving all complaints in adherence to applicable laws and regulations. We will find a resolution as quick as possible whilst keeping you informed the whole way through.

4. Definitions

  • Complaint: A formal expression of dissatisfaction made by a customer regarding Monopolising’s services, products, or the complaints handling process, where a response or resolution is expected.
  • Resolution: A Resolution is the end point of a complaint. It could range from a simple apology through to financial payment for distress and/or inconvenience. Sometimes the resolution won’t be to the complainants liking, in which case the customer can refer themselves to the relative ombudsman service, for example, the Energy Ombudsman.

5. Complaint Handling Procedure

Step 1: Receipt of Complaint
  • Channels for Complaints: Customers can submit complaints via multiple channels, including phone, email, website, or mail.
  • Acknowledgment: Monopolising shall acknowledge receipt of the complaint within 3 working days, informing the complainant about the assigned complaints officer. We will respond in the quickest fashion, which will be via email or phone call ( in the interest of a ”speedy response”) If this isn’t an option, then we will send a letter in the post and will be subject to the speed of the Royal Mail.
Step 2: Investigation
  • Assigned Officer: The complaints officer will be designated to investigate the complaint thoroughly.
  • Information Gathering: The officer will gather all relevant information and may seek additional details from the complainant, internal departments involved and/or additional 3rd parties.
  • Assessment and Analysis: The complaints officer will assess the complaint, conduct a comprehensive analysis, and determine appropriate actions for resolution.
Step 3: Response
  • Timely Response: Monopolising will provide an acknowledgment of the complaint within 3 workings days. We will then try to come to a resolution within 15 working days. This is not to be confused with how long for a response, we will try and get every complaint resolved as soon as possible. If we cannot draw to a conclusion within 15 working days, we will let you know. If we do not respond for 8 weeks, you have a right to the Ombudsman service of your choice (depending upon what the complaint is about).
  • Response Content: The response will include an explanation of the investigation’s findings, any remedial actions taken or proposed resolutions, and details on how to escalate the complaint if the complainant remains dissatisfied.
Step 4: Escalation
  • Escalation Procedure: If the complainant is not satisfied with the initial response, they can escalate the complaint to the director of Monopolising or to an Ombudsman Service, for example The Energy Ombudsman.
  • Final Response: The escalated complaint will be reviewed, and a final response will be provided within a further 15 working days from Monopolising. The Ombudsman service will have their own practice and regulatory framework to work towards.

6. Record Keeping

  • Documentation: Monopolising will maintain a comprehensive record of all complaints received, including complaint details, investigation process, resolutions, and any follow-up actions taken.

7. Monitoring and Improvement

  • Regular Reviews: Monopolising will regularly review and analyse complaint data to identify trends, root causes, and areas for improvement.
  • Continuous Enhancement: The company will implement necessary measures and enhancements to . prevent recurring complaints and improve customer satisfaction.

8. The Ombudsman Services

All Ombudsman Services are there to be impartial and free for to you use. You may refer to any Ombudsman service, if the complaint is either unresolved or if the complaint is ongoing after 8 weeks, since the original complaint was placed.

The Energy Ombudsman:
Post: Energy Ombudsman
P.O. Box 966
Warrington, WA4 9D
Phone: 0330 440 1624
Email: enquiry@energyombudsman.org
Website: https://www.energyombudsman.org/

The Financial Ombudsman Service:
Email: info@financial-ombudsman.org.uk
Phone: 0800 023 4567
Website: https://www.financial-ombudsman.org.uk/


OfCom:
Post: PO Box 1285
Warrington
WA1 9GL
Phone: 0300 123 3333
Website: Home – Ofcom