Complaints Policy

If You are unhappy with our services Monitox values your feedback. In the first instant contact us and allow us to rectify any dissatisfaction or errors.

At “Monitox” our Customers feedback is very important to our business! Feedback is extremely important as it allows to identify errors and gives us the opportunity to rectify, learn and improve our products and services for all/our customers.

If You are unhappy with our services Monitox values your feedback. In the first instant please do contact us, and allow us to rectify any dissatisfaction or errors.

• If you have any questions, concerns or complaints about our products or services, you can contacts our Complaints Team by email at; [email protected]

Alternatively, you can also contact us by either of the following means:

• By Phone: 0345 548 0050.
• By Postal Mail: FAO, Data Protection Officer, at either of our office addresses below;
  • Registered Head Office; Monitox Limited, Suite 20, 196 Rose Street, Edinburgh, EH2 4AT, UK
  • London Branch; Monitox Limited, City Bridge House, 57 Southwark Street, London, SE1 1RU, UK

How “Monitox’s” deal with Customer complaints:

Our Complaints Team will listen to your complaint and work with you to resolve it. They can be contact between 9am and 5pm Monday to Friday.

Information which will help us

To make sure that your complaint can be investigated and resolved as quickly as possible, please try to ensure you have the following information:

• Your name, address and account number.
• A clear description of your concern or complaint.
• Details of what you would like us to do to put it right.

Complaints Policy

• Copies of any relevant documents, for example;
• Emails sent by or to you or screen shots to show of a specific issue.
• An email address and a daytime telephone number where we can contact you.
• We need to understand exactly what the problem is. The more information you can provide the better.

What Monitox Complaints Team will aim to achieve!

As soon we receive a complaint we will ensure we do the following:

• Acknowledge your complaint promptly and will confirm who within our Complaints Team will handle your complaint, and supply their contact details.
• They will provide you with a dedicated complaints reference number to help us locate your complaint swiftly when contacting us.
• We will aim to resolve your complaint within 15 business days.
• For circumstances that are outside of our control to resolve your complaint within 15 days, we will contact you to explain and advise you of our expected timescale.
• In these scenario’s our commitments is to ensure that we reach a resolution for you within 35 business days.

Your rights if you are not satisfied with how we have dealt with your Complaint?

Monitox will aim is to resolve all Customer Complaints as quickly as possible.

However, if you are not fully satisfied with the outcome of your complaint or if 35 business days have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service, within six months of the date of our final response issued.

How to contact the Financial Ombudsman Service, (FOS)

• By Letter/Postal Mail at:

Financial Ombudsman Service

Exchange Tower,

London,

E14 9SR,

United Kingdom.

• By Telephone from UK: 0800 023 4587
• Calls from outside the UK: +44 20 7964 1000
• By Email: [email protected]
• Websites: http://www.financial-ombudsman.org.uk

For more information, you can view the FOS Complaint Leaflet can be found here: Financial Ombudsman Service consumer leaflet

Monitox Limited, is a Limited Liability company registered in Scotland, under Company Nr: SC627907,

Registered Head Office:  Suite 20, 196 Rose Street, Edinburgh, EH2 4AT, UK, and;

London Office: City Bridge House, 57 Southwark Street, London, SE1 1RU, U.K.

Monitox Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 FRN:901012

Monitox Limited is registered  on the Information Commissioner’s Office’s Register of Data Controllers under number: ZB190422

Contacts Us By; Telephone 0345 548 0050 – Email: [email protected]