Our Complaints Process
Sometimes things do not work out the way you would like them to and you may not be satisfied with the service or product we offered. We believe that every customer is entitled to a fair, effective and courteous treatment at all times. If things did not go right, we would like to know about it. This allows us to improve our individual service to you and enhance our product.
How to Make a Complaint
If something has gone wrong with the level of service provided, we encourage you to bring this to our attention via email by using the following contact details:
Email: [email protected]
Telephone number: +44 20 3868 0623
Address: Level 7, Spinola Park, Triq Mikiel Ang Borg, St Julian’s SPK1000, Malta
Information you need to provide:
- Your name, registered email address and telephone number;
- Your preferred contact details such as email address or telephone number;
- A clear description of your complaint and details on what you would like us to do to put it right.
How We Will Handle Your Complaint
Our team will always aim to resolve the matter to your satisfaction. Fairly, efficiently and promptly. We follow a few steps to achieve this:
Step 1: When we receive your complaint, you will receive an acknowledgement in writing within five business days. Step 2: We will aim to resolve your complaint in full within fifteen business days. Step 3: During this time, your complaint may be referred to a more senior individual within the Company with a view to resolving the matter. Step 4: You will know what is happening with your complaint at all times and will be free to ask questions or add information that may help us solve it to your satisfaction.
If You Are Still Not Satisfied...
While MCO Pay Limited commits to make every effort to put things right for a complainant, in some instances, customers may still remain unhappy. If a matter cannot be resolved satisfactorily, you may refer your complaint to the Financial Ombudsman Service. This would depend on the nature of the complaint and whether you are "eligible" to refer the matter to the Ombudsman, and the timeframe involved (within 6 months of receipt of your final response form the business). The Ombudsman Service exists to provide free, independent adjudication and investigation will be undertaken prior to making a decision about outstanding disputes
The Ombudsman can be contacted directly as follows:
Hiring Your Own Solicitor or Mediator
We have made our complaints handling procedure open, clear and easy to follow and even if it should not be necessary for you to seek professional help, it is your right that you appoint a Solicitor or a mediator to assist you in resolving your dispute.
If you choose to employ a Solicitor, complaints handling firm, financial adviser, mediator or other as your representative, this does not affect the way we review your complaint. However, please be aware that:
- We do not charge you to investigate your complaint;
- We will not be liable for any costs incurred if you decide to employ a third party;
- If a complaint is upheld and redress is due, we will only make any settlements to you.