Complaints Policy

Complaints

At MiFinity, we are committed to providing a high standard of service to all our customers. If you are unhappy with any aspect of our products, services, or customer support, we want to hear from you so that we can investigate the matter and work towards a fair resolution.

What is a Complaint?

A complaint is any expression of dissatisfaction relating to our products, services, customer support, transactions, fees, or the way we have handled your account or enquiry.

How to Make a Complaint

You can contact us using any of the following methods:

• Online Form: The complaint form can be found below.
• Email: [email protected]
• Telephone: +44 (0) 2895 870100
• Post: MiFinity UK Ltd, Suite B, 6th Floor, City Exchange, 11–13 Gloucester Street, Belfast, BT1 4LS, United Kingdom.

Information to Include

To help us investigate your complaint as quickly as possible, please provide:

• Your full name
• Your registered email address
• Your MiFinity account details (if applicable)
• Transaction reference number(s) (if applicable)
• A description of your complaint
• Any supporting documents or information you would like us to consider

What Happens Next?

Once we receive your complaint, we will acknowledge it and begin investigating the matter. We will acknowledge your complaint within no later than 5 business days. We may contact you if we require additional information or clarification during our investigation. Our aim is to resolve complaints fairly, consistently, and as quickly as possible.

Complaint Timeframes:

Payment Services Complaints: For complaints relating to payment services, we will provide a final response within 15 business days of receiving your complaint. In exceptional circumstances, where we are unable to provide a final response within 15 business days, we may extend this period to a maximum of 35 business days. If this happens, we will inform you of the reasons for the delay and advise you when you can expect our final response.

Other Complaints: For all other complaints, we will provide a final response within 8 weeks of receiving your complaint.

Additional Support

We are committed to treating all customers fairly and making our complaints process accessible and easy to use. If you require any additional assistance when making a complaint, including support with communication, accessibility, language, or other personal circumstances, please let us know. We will make reasonable adjustments to help you access our complaints process and ensure you receive the support you need.

If You Are Not Satisfied With Our Response

If you remain dissatisfied after receiving our final response, or if we have not resolved your complaint within the applicable regulatory timeframe, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service: The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial services firms.

Address: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Telephone: 0800 023 4567

Email: [email protected]

Website: https://www.financial-ombudsman.org.uk

Referring a complaint to the Financial Ombudsman Service is free of charge.

Our Commitment

We value customer feedback and use complaints to improve our products, services, and customer experience. Every complaint is treated seriously and investigated fairly, impartially, and in accordance with our regulatory obligations