Complaints Policy
Complaints Policy
We’re committed to providing excellent service to our clients. However, we understand that sometimes things can go wrong. If you're unhappy with our service, we want to know about it — so we can put it right and improve.
Below is an overview of how to make a complaint and what to expect from our process.
What is a Complaint?
A complaint is any oral or written expression of dissatisfaction about our products, services and staff members, whether justified or not. We take every complaint seriously and treat it with the attention it deserved.
How to Make a Complaint?
You can make a complaint in the way that’s most convenient for you:
- By Email: complaints@moneliq.com
- By Phone: +44 208 103 1222
- By Post: 25 Cabot Square, London, England, E14 4QZ
If you're unsure how to proceed, feel free to contact us and we'll guide you through the process.
What Happens Next?
We aim to resolve your complaint as quickly as possible.
If your complaint is resolved within 3 business days:
- We’ll send you a Summary Resolution Communication confirming the issue is resolved.
- We’ll also inform you of your rights to escalate the complaint if you're not satisfied.
If your complaint takes longer:
- We aim to acknowledge your complaint as quickly as possible, and no later than 3 business days after receiving it.
- We aim to fully investigate and issue our final conclusions within 15 business days of receiving your complaint.
- If we’re unable to respond within 15 business days, we’ll explain the reason for the delay and let you know when you can expect a response, but you will receive a final response within 35 business days of us receiving your complaint.
Our final response will clearly outline:
- Our findings and whether we uphold your complaint.
- Any redress or action we propose.
- Information on your right to refer the matter to the Financial Ombudsman Service, if you're eligible.
If You’re Not Happy With the Outcome
If you're not satisfied with our final response, or we haven't responded within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) – free of charge.
Contact details for FOS:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567 or 0300 123 9123
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must refer your complaint to the FOS within 6 months of receiving our final response.
Who Can Complain?
We treat all complaints seriously. However, only certain individuals and organisations, known as eligible complainants, have the right to escalate complaints to the Financial Ombudsman Service. These include:
- Individuals acting outside of their trade, profession or business
- Small businesses and micro-enterprises within FCA definitions
Our Commitment
- We handle all complaints fairly, promptly and free of charge
- We communicate in plain and clear language
- We investigate thoroughly and independently
- We take complaints seriously - and use what we learn to improve our service
Accessibility & Support
- We are committed to ensuring that everyone can access and use our complaints process easily. To make this possible, we offer:
- Multiple ways to make a complaint: email, phone, post.
- Alternative formats of communication upon request (e.g., large print, Braille).
- Assistance from our staff to guide you through the complaints process and provide any additional support you may need.
- If you require any special arrangements or support, please let us know. We will do our best to accommodate your needs and make the process as smooth as possible.
Need More Help?
- If you have any questions about how we handle complaints - or if you simply need help understanding the process - our friendly Customer Support team is here to help.
- You can reach out to us at any time for support, clarification, or updates on your complaint. Our Complaints Officer and support team will make sure your concerns are heard and that you’re kept informed every step of the way.
- If you’d like, you can also read the FOS consumer leaflet online.
Company policies
MONELIQ LIMITED | 25 Cabot Square, London, United Kingdom, E14 4QZ
Authorised Electronic Money Institution, regulated by FCA, License reference number 901056
Personal
Business
Complaints Policy
Complaints Policy
We’re committed to providing excellent service to our clients. However, we understand that sometimes things can go wrong. If you're unhappy with our service, we want to know about it — so we can put it right and improve.
Below is an overview of how to make a complaint and what to expect from our process.
What is a Complaint?
A complaint is any oral or written expression of dissatisfaction about our products, services and staff members, whether justified or not. We take every complaint seriously and treat it with the attention it deserved.
How to Make a Complaint?
You can make a complaint in the way that’s most convenient for you:
- By Email: complaints@moneliq.com
- By Phone: +44 208 103 1222
- By Post: 25 Cabot Square, London, England, E14 4QZ
If you're unsure how to proceed, feel free to contact us and we'll guide you through the process.
What Happens Next?
We aim to resolve your complaint as quickly as possible.
If your complaint is resolved within 3 business days:
- We’ll send you a Summary Resolution Communication confirming the issue is resolved.
- We’ll also inform you of your rights to escalate the complaint if you're not satisfied.
If your complaint takes longer:
- We aim to acknowledge your complaint as quickly as possible, and no later than 3 business days after receiving it.
- We aim to fully investigate and issue our final conclusions within 15 business days of receiving your complaint.
- If we’re unable to respond within 15 business days, we’ll explain the reason for the delay and let you know when you can expect a response, but you will receive a final response within 35 business days of us receiving your complaint.
Our final response will clearly outline:
- Our findings and whether we uphold your complaint.
- Any redress or action we propose.
- Information on your right to refer the matter to the Financial Ombudsman Service, if you're eligible.
If You’re Not Happy With the Outcome
If you're not satisfied with our final response, or we haven't responded within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) – free of charge.
Contact details for FOS:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567 or 0300 123 9123
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must refer your complaint to the FOS within 6 months of receiving our final response.
Who Can Complain?
We treat all complaints seriously. However, only certain individuals and organisations, known as eligible complainants, have the right to escalate complaints to the Financial Ombudsman Service. These include:
- Individuals acting outside of their trade, profession or business
- Small businesses and micro-enterprises within FCA definitions
Our Commitment
- We handle all complaints fairly, promptly and free of charge
- We communicate in plain and clear language
- We investigate thoroughly and independently
- We take complaints seriously - and use what we learn to improve our service
Accessibility & Support
- We are committed to ensuring that everyone can access and use our complaints process easily. To make this possible, we offer:
- Multiple ways to make a complaint: email, phone, post.
- Alternative formats of communication upon request (e.g., large print, Braille).
- Assistance from our staff to guide you through the complaints process and provide any additional support you may need.
- If you require any special arrangements or support, please let us know. We will do our best to accommodate your needs and make the process as smooth as possible.
Need More Help?
- If you have any questions about how we handle complaints - or if you simply need help understanding the process - our friendly Customer Support team is here to help.
- You can reach out to us at any time for support, clarification, or updates on your complaint. Our Complaints Officer and support team will make sure your concerns are heard and that you’re kept informed every step of the way.
- If you’d like, you can also read the FOS consumer leaflet online.
Company policies
MONELIQ LIMITED | 25 Cabot Square, London, United Kingdom, E14 4QZ
Authorised Electronic Money Institution, regulated by FCA, License reference number 901056
Personal
Business
Complaints Policy
Complaints Policy
We’re committed to providing excellent service to our clients. However, we understand that sometimes things can go wrong. If you're unhappy with our service, we want to know about it — so we can put it right and improve.
Below is an overview of how to make a complaint and what to expect from our process.
What is a Complaint?
A complaint is any oral or written expression of dissatisfaction about our products, services and staff members, whether justified or not. We take every complaint seriously and treat it with the attention it deserved.
How to Make a Complaint?
You can make a complaint in the way that’s most convenient for you:
- By Email: complaints@moneliq.com
- By Phone: +44 208 103 1222
- By Post: 25 Cabot Square, London, England, E14 4QZ
If you're unsure how to proceed, feel free to contact us and we'll guide you through the process.
What Happens Next?
We aim to resolve your complaint as quickly as possible.
If your complaint is resolved within 3 business days:
- We’ll send you a Summary Resolution Communication confirming the issue is resolved.
- We’ll also inform you of your rights to escalate the complaint if you're not satisfied.
If your complaint takes longer:
- We aim to acknowledge your complaint as quickly as possible, and no later than 3 business days after receiving it.
- We aim to fully investigate and issue our final conclusions within 15 business days of receiving your complaint.
- If we’re unable to respond within 15 business days, we’ll explain the reason for the delay and let you know when you can expect a response, but you will receive a final response within 35 business days of us receiving your complaint.
Our final response will clearly outline:
- Our findings and whether we uphold your complaint.
- Any redress or action we propose.
- Information on your right to refer the matter to the Financial Ombudsman Service, if you're eligible.
If You’re Not Happy With the Outcome
If you're not satisfied with our final response, or we haven't responded within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) – free of charge.
Contact details for FOS:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567 or 0300 123 9123
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must refer your complaint to the FOS within 6 months of receiving our final response.
Who Can Complain?
We treat all complaints seriously. However, only certain individuals and organisations, known as eligible complainants, have the right to escalate complaints to the Financial Ombudsman Service. These include:
- Individuals acting outside of their trade, profession or business
- Small businesses and micro-enterprises within FCA definitions
Our Commitment
- We handle all complaints fairly, promptly and free of charge
- We communicate in plain and clear language
- We investigate thoroughly and independently
- We take complaints seriously - and use what we learn to improve our service
Accessibility & Support
- We are committed to ensuring that everyone can access and use our complaints process easily. To make this possible, we offer:
- Multiple ways to make a complaint: email, phone, post.
- Alternative formats of communication upon request (e.g., large print, Braille).
- Assistance from our staff to guide you through the complaints process and provide any additional support you may need.
- If you require any special arrangements or support, please let us know. We will do our best to accommodate your needs and make the process as smooth as possible.
Need More Help?
- If you have any questions about how we handle complaints - or if you simply need help understanding the process - our friendly Customer Support team is here to help.
- You can reach out to us at any time for support, clarification, or updates on your complaint. Our Complaints Officer and support team will make sure your concerns are heard and that you’re kept informed every step of the way.
- If you’d like, you can also read the FOS consumer leaflet online.
Company policies
MONELIQ LIMITED | 25 Cabot Square, London, United Kingdom, E14 4QZ
Authorised Electronic Money Institution, regulated by FCA, License reference number 901056