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Complaints Procedure - Monetae FX
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WE CARE WHAT YOU THINK.

It goes without saying that at Monetae FX we want to provide an outstanding service when it comes to moving money across borders for our clients. While we take great pride in doing the best job for you, we understand that sometimes not everyone is happy.

But that’s ok too. We value your feedback, even complaints, because it gives us an opportunity to do what we do, better.

As a partner with authorised electronic money institutions, we have policies and procedures in place that allow clients and prospective clients to complain about the services that have been provided (or not provided) to them if they are dissatisfied.

WHAT IS A COMPLAINT?

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which has resulted in (or may result in) financial loss, material distress or material inconvenience.

We take every complaint very seriously and will resolve most complaints within three business days.

When making a complaint, please outline the following information:

The date of the complaint
The nature of your complaint
The impact on your business
Your contact details
Any additional information

HOW DO I COMPLAIN?

There are three ways you can make a complaint:

Speak to a member of the Customer Operations team on the phone UK: +44 (0) 207 119 1546 

Email: complaints@monetaefx.com

Send your complaint to:
Monetae FX
Celtic House, Caxton Place,
Cardiff, CF23 8HA
United Kingdom

Every complaint is dealt with by Monetae Fx’s Support Team.

WHAT HAPPENS WHEN A COMPLAINT IS MADE?

A member of the Support Team will confirm receipt of your complaint via email within 24 hours of receiving it, and will aim to resolve the complaint within three business days.

On occasion, a complaint may need to be escalated and so the Support Team may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.

If a complaint needs to escalated or falls under exceptional circumstances, you will be notified by the Support Team.

WHAT IF I AM UNHAPPY WITH THE RESOLUTION?

If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body.

If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.

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