MoneySuite

Complaints Procedure

We are committed to providing excellent service and support to all our customers. However, if you are not satisfied with the service provided or if our support team has not been helpful, we encourage you to raise a complaint so we can address your concerns promptly and effectively.

Step 1: Raising a Complaint

If you are unhappy with our service, please follow these steps to raise a complaint:

  • Contact Us:
  • Please provide the following details:
    • Your full name and contact information.
    • A detailed description of the issue or the service you are dissatisfied with.
    • Any reference or case numbers related to your previous interactions with our support team.
    • Any supporting documentation that may help us understand your complaint better.

Step 2: Acknowledgement/Initial Response

Once we receive your complaint, we will acknowledge receipt and provide an initial response within 48 hours.

This initial response may include:

  • An outline of the steps we are taking to investigate your complaint.
  • Any immediate actions we are taking to resolve the issue.

Step 3: Full Investigation and Response

We aim to resolve all complaints as quickly as possible. However, a thorough investigation may take some time. We will provide you with a full response within 15 days of your complaint being acknowledged, In rare cases, for reasons beyond our control, we will take up to 35 days after receiving the complaint. This response will include:

  • A summary of our findings based on the investigation.
  • A detailed explanation of any actions we have taken or will take to address your complaint.
  • If applicable, information on any remedies or compensation we may offer.

Step 4: Further Steps

If you are not satisfied with our final response, you may request a further review of your complaint. This request should be made within 14 days of receiving our full response. We will conduct an additional review and provide a final decision within 2 weeks of your request.

Contact Details for Further Assistance

If at any point you feel that your complaint has not been handled satisfactorily, you can escalate your complaint to our compliance team compliance@moneysuite.co.uk.

We value your feedback and are committed to continually improving our services. Your complaints help us identify areas for improvement and ensure that we meet your expectations in the future.

Our Regulated Partners

We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will be acknowledged within 1 business day.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and TrueLayer. Currencycloud ultimately provides you with regulated payment and/or e-money services in the UK/EEA. TrueLayer provides you with Open Banking AIS services. 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, and TrueLayer’s complaints policy can be found here.