Contact us
Email complaints@muchbetter.com
If you would like to make a complaint, please contact us by sending us an email to complaints@muchbetter.com. Please provide us with your name, and registered phone number, the reason for your concern and as much relevant information and details as possible. We have internal procedures for handling complaints fairly and promptly. A copy of our complaints’ procedure is available on the MuchBetter Website and may also be submitted to you directly upon your request. A complaint acknowledgement will also promptly be sent to you. You agree to cooperate with us and provide the necessary information for us to investigate and resolve the complaint as quickly as possible.
The next steps
We will respond to your complaint in writing within 15 (fifteen) business days (or up to 35 business days in exceptional circumstances) after the receipt of the complaint. In exceptional cases, due to valid and justifiable reasons beyond our control, we may send you a preliminary response indicating the reasons for the delay and the date when a final response from MIR should be expected.
Where we fail to resolve your complaint within the 15 day time frame, or where the you feel that the complaint was not handled appropriately, (including cases where you believe the complaint was not properly identified as a complaint), you have the right to file a complaint to Paynovate at their email, support@paynovate.com if you believe that we provided our services improperly or our operations breached your customers’ rights. Paynovate internal procedures are in accordance with the (Belgian) Ombudsman in Financial Conflicts (Ombudsfin).
Ombudsman in Financial Conflicts (Financial Ombudsman Service)
Should you not be satisfied with MuchBetter’s and Paynovate’s final response, or should Paynovate fail to respond to you within 30 Days from receiving the claim, you shall have a right to apply to the Belgian Ombudsman in Financial Conflicts (Ombudsfin) by letter (address: North Gate Boulevard du Roi Albert II, 16, 1000 Bruxelles, Belgium), e-mail (ombudsman@ombudsfin.be), Fax (+ 32 2 545 77 79) or via their online form https://www.ombudsfin.be/en/individuals/introduce-complaint/ in English. You may only apply to the Ombudsfin within 1 year after you received from Paynovate a response that is not satisfactory, or after the 30 Days for responding have passed and Paynovate did not respond. Addressing us (Mir and Paynovate) first is a precondition for you applying to the Ombudsfin. Their website is: https://www.ombudsfin.be/. The decision of the Ombudsfin is not binding for us or for you. Even after the dispute was solved by the Ombudsfin, we and you shall have a right to apply to the court.
© 2025 MuchBetter | All rights reserved
MIR Limited UK Ltd: Registered office, Signature By Regus, Berkeley Square House, 2nd Floor, London, England, W1J 6BD. Regulation: Licensed and regulated as an electronic-money institution (EMI) by the UK Financial Conduct Authority (FCA) License No.: 900704.
QuickPay Limited: Registered office, The Black Church, St Mary’s Place, Dublin 7, Dublin, Ireland, D07P 4AX, registered under number 641373. Licensed and regulated as an Electronic Money Distributor of Sureswipe E.M.I. PLC trading as Revsto, which is licensed by the Central Bank of Cyprus to operate as a licensed Electronic Money Institution, license number 115.1.3.26.
Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.
MuchBetter cards and wearables are issued by Paynovate SA pursuant to licence by Mastercard. Paynovate SA is an e-money issuer regulated by the National Bank of Belgium. Paynovate SA is registered with the Banque-Carrefour des Enterprises under number BE0506 763 929.
©MuchBetter and the images on muchbetter.com are protected by copyright 2025. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.
© 2025 MuchBetter | All rights reserved
MIR Muchbetter Australia Pty Ltd (ACN 658 003 804)
(MIR AU or our) is a company registered in Australia and is authorised by the Australian Securities & Investment Commission (Australian financial services licence (AFSL) no. 540851). MIR AU is also enrolled as a reporting entity, and registered on the Remittance Sector Register, with the Australian Transaction Reports and Analysis Centre as a remittance services provider.
✤ Cards and wearable products are not yet available to customers in Australia through MIR MUCHBETTER AUSTRALIA Pty Limited ACN 658 003 804
