We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.  

When a complaint is made, we will contact the complainant within one business day, confirming that their complaint is being considered/has been received. 

We aim to resolve all complaints within 15 business days. In exceptional circumstances, we have 35 business days from the date of receipt to issue a final response. In these circumstances, the complainant will be provided with a holding response within 15 working days that will include: 

1) The reasons for the delay in answering the complaint 

2) A deadline for which we aim to issue a final response (not exceeding 35 business days) 

Information Complainant Must Provide 
· Client Name 
· Date of Event (e.g. transaction date) 
· Complaint Details 
· Client Contact Details (email & phone) 

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Ebury, Scio Pay and GC Partners. Currencycloud ultimately provides you with regulated payments and e-money services in the UK, EU and the US. Ebury, Scio Pay and GC Partners provide you with regulated payments and e-money services in the UK, EU and the US. 

These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. 

However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here:- https://www.currencycloud.com/legal/complaints-procedure/

Ebury's complaints information can be found here:- https://ebury.com/legal/complaints-policy

Scio Pay's complaints information can be found here:- https://sciopay.co//privacy/

GC Partners complaints information can be found here:- https://www.gcpartners.co/privacy-notice/

If you are unsatisfied with our final response to your complaint then you have the option to escalate your complaint to the Financial Ombudsman Service (FOS)- free of charge. 

Please note that you must refer your case to the Financial Ombudsman within 6 months of receiving the Final response from Monfor for them to consider your case. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and 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. 

If you wish to escalate your complaint or you require additional information regarding the Financial ombudsman you can visit: ·
        https://www.financial-ombudsman.org.uk/make-complaint 

The Financial Ombudsman will independently review your complaint and provide a final response. 


Communicating a complaint:- 

If you are a client of Monfor, you can contact your designated Account Manager directly, either by phone (020 4586 1473) by email. Alternatively, please email [email protected], or Letter: Attn: Andrew Jolliffe, Complaints Officer, Monfor, Admin Office, The Old Mill, Kings Mill Lane, South Nutfield, Surrey, UK, RH1 5NB, and our complaints department will be able to record your query.



LET'S GET STARTED

GET IN TOUCH TODAY

We can help you build your strategy, and help you find the best solutions to achieve your goal.

© 2024 - All Rights Reserved

Subscribe To Our Newsletter

Please fill the required field.

Search

Save
Cookies user preferences
We use cookies to ensure you to get the best experience on our website. If you decline the use of cookies, this website may not function as expected.
Accept all
Decline all
Read more
Analytics
Tools used to analyze the data to measure the effectiveness of a website and to understand how it works.
Google Analytics
Accept
Decline
Unknown
Unknown
Accept
Decline
Marketing
Set of techniques which have for object the commercial strategy and in particular the market study.
Leadfeeder
Accept
Decline