At Moneyport we aim to provide the highest level of customer service. However, if you feel you have cause to complain please contact us so that we can put things right:
By Email: You can email our Customer Operations Team at complaints@moneyport.io
By phone: You can call our Customer Operations Team on 020 3808 3009 between 09:00am to 19:00pm Monday to Friday (excluding bank holidays)
By Post: You can write to our Customer Operations Team at: Moneyport Customer Operations, Jefferson & Bennett Holding Ltd, 3rd Floor, 45 Albemarle Street, Mayfair, London, W1S 4JL, United Kingdom.
Our aim is to resolve your complaint as quickly as possible. To help us do this, please include the following:
* Name of company
* Full name of company representative
* Phone number and best time to contact you
* Account details – so we can locate the account you are complaining about
* Information about your complaint
* Any actions you wish us to take to resolve your complaint
How will Moneyport handle my complaint?
Once we have received your complaint we will:
* Contact you by the close of business the following working day to acknowledge receipt and confirm that we are looking into your concerns.
* Provide you with a complaint reference number that you can quote should you need to contact us.
When can I expect a response to my complaint?
Moneyport aims to resolve a complaint within 3 business days following receipt of your complaint. If we don't manage to resolve the complaint within 3 business days we will:
* Write to you providing an update and let you know when you can expect a full response.
* Provide you with the name and contact details of the person dealing with your case
Once all the details of the complaint have been investigated, (we may contact you for further details or to discuss our final response) we will issue a written 'final response' to your complaint.
If due to exceptional circumstances we are unable to issue a final response within 15 business days we will issue this within 35 business days.
If we need more than 15 days to resolve your complaint, we will contact you weekly to provide an update on the progress of our investigation.