Complaints handling - Card and Wearables Canada
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Our customer’s satisfaction and great experience with MuchBetter is of the utmost importance. For that reason, your opinions and concerns are very valuable to MuchBetter. If you would like to submit a complaint, please email us at complaints@muchbetter.com. When submitting your complaint; please, provide us (MuchBetter) with your name (as the MuchBetter account/card holder), and phone number as registered in your MuchBetter account, in addition to the reason for your concern and as much relevant and detailed information as possible. MIR has internal procedures for handling complaints fairly and promptly. A copy of MIR Complaints’ procedure is available on the MuchBetter’s website and may also be submitted to you directly upon your request.
The next steps
MuchBetter will respond to your complaint in writing within 10 (ten) business days (you should receive a reference number once you submit it). In exceptional cases, due to reasons beyond MuchBetter’s control, we may send you a preliminary response indicating the reasons for the delay and the date when a final response from MuchBetter should be expected. Where MuchBetter fails to resolve a client’s complaint within the 10-day time frame, or where the client feels that the complaint was not handled appropriately, (including cases where the complaint was not properly identified as a complaint), the client has the right to file a complaint with Peoples Trust if they believe that we provide our services improperly or our operations breach customers’ rights or legitimate interests.
People’s Trust and Financial Ombudsman Service
If you have a complaint or inquiry about any aspect of your MuchBetter Prepaid Mastercard, first attempt to resolve the complaint or inquiry by contacting MuchBetter’s customer support team. If MuchBetter customer support is unable to resolve the complaint or inquiry to your satisfaction within the expected 10-day time frame , please call Peoples Trust at 1-855-694-6214 or submit your complaint or inquiry through the form found on the Website (http://www.peoplestrust.com/en/about-us/contact/).
If for some reason we are unable to resolve the issue to your satisfaction, you may refer your inquiry or complaint to the Ombudsman for Banking Services and Investments at 1-888-451-4519 for resolution. If the Cardholder has a concern regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, the concern may be communicated at any time to the Financial Consumer Agency of Canada, either in person, by letter, by telephone, or through its website at:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON, K1R 1B9
Telephone: 1-866-461-3222
Peoples Trust complaints policy can be found online at: http://www.peoplestrust.com/en/about-us/resolving-your-concerns/.”
If after the resolution of your complaint you feel you have additional information to support your complaint, let us know as we would welcome the opportunity to help resolve the matter in full. In the unlikely event that we are unable to resolve your complaint to your satisfaction, you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within 6 months of our final response. The Ombudsman may be contacted by completing an online complaint form on their website, by sending them an email or contacting them over the phone on 0800 0234 567.
*Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The Card is issued by People’s Trust pursuant to license by Mastercard International Inc.
**The Financial Services Compensation Scheme does not cover electronic money products. No other compensation scheme exists to cover losses from your electronic money account. Your funds will be held in one or more segregated bank accounts with a regulated third-party credit institution, in accordance with the provisions of the Electronic Money Regulations 2011
