Complaints Policy
Version 01.01.2021
1. Overview
The Company is authorised by the FCA in the United Kingdom and therefore has the responsibility to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our customers must be at the centre of everything we do and therefore deserve to have a fair and courteous service at all times and the right to raise issues or concerns if they think they have not received a fair, correct or courteous service.
2. Definition of a complaint
For the purpose of compliance with the FCA requirements on complaints procedures a complaint is “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity”. A complaint, however, must involve an allegation that the complainant has suffered, financial loss, material inconvenience or material distress.
3. Who does this policy apply to?
To be considered an eligible complainant, you must be a MuchBetter user. Regardless of this, if you are not our customer you will not be an eligible complainant, but we will review your complaint in the same way as if you were. However, note that you will not be able to refer your complaint to the Financial Ombudsman Service if you are not satisfied with the way we have handled your complaint.
4. How to initiate a formal complaint?
Although we aim to ensure that our customers are completely satisfied at all times, there are occasions when things can go wrong. In this case, we can assure you that we will do our best to resolve any issue or misunderstanding promptly, fairly, and effectively by our Customer Support team. In the unlikely event that you have followed the steps above and we do not provide you with a satisfactory outcome then you may escalate the issue to a “Formal Complaint” by writing an email (complaints@muchbetter.com) or a letter (20-22 Wenlock Road N1 7GU, London). Please ensure that you clearly estate “Formal Complaint” in the subject of the email or letter reference and provide as much detail as possible of the reason(s) for complaining.
5. How is your complaint treated?
Once the formal complaint process is initiated, we will: – Confirm that our formal complaints process has been initiated and provide you with a reference number for your complaint – Acknowledge your complaint and the details of how we understand the issues you have raised – Enclose a copy of the complaints process that you are aware of the next steps. We will investigate consistently and promptly determining whether the subject matter of the complaint requires remedial action and might need to contact you to request further information or documentation to enable setting out our conclusions in a final response to you within 15 business days from the date when your initial complaint is received. In the unlikely event that our investigations haven’t concluded before the 15th business day from the date of receipt, we will write to you to explain why we are not able to provide you with a final response and when we might expect to have fully investigated your case.
6. Closing your complaint
Once we have fully investigated and reached a conclusion, we will issue a final response stating that it is our final decision and ask you to reply indicating whether you are happy with the outcome. However, if you remain unhappy with the outcome then you may request a review of your complaint from the UK Financial Ombudsman Service (FOS) enclosing their contact details. You may contact the Financial Ombudsman Service by:
Post – addressing your complaint to Financial Ombudsman Services Exchange Tower, Harbour Exchange London E14 9SR
Telephone – on 08000234567 or +442079640500 from outside the UK Or online by visiting the FOS website
7. Questions
There is plenty of information ready to answer your questions on our website but in the event you cannot find the answer you are looking for, please check our website MuchBetter or get in touch with our Support Team.
Version 01.01.2023
1. Overview
The Company is authorised by the Bank of Cyprus and therefore has the responsibility to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our customers must be at the centre of everything we do and therefore deserve to have a fair and courteous service at all times and the right to raise issues or concerns if they think they have not received a fair, correct or courteous service.
2. Definition of a complaint
For the purpose of compliance with the relevant laws and regulations on complaints procedures a complaint is “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity”. A complaint, however, must involve an allegation that the complainant has suffered, financial loss, material inconvenience or material distress.
3. Who does this policy apply to?
To be considered an eligible complainant, you must be a MuchBetter user. Regardless of this, if you are not our customer you will not be an eligible complainant, but we will review your complaint in the same way as if you were. However, note that you will not be able to refer your complaint to the relevant authorities if you are not satisfied with the way we have handled your complaint.
4. How to initiate a formal complaint
Although we aim to ensure that our customers are completely satisfied at all times, there are occasions when things can go wrong. In this case, we can assure you that we will do our best to resolve any issue or misunderstanding promptly, fairly and effectively by our Customer Support team.
In the unlikely event that you have followed the steps above and we do not provide you with a satisfactory outcome then you may escalate the issue to a “Formal Complaint” by writing an email (complaints@muchbetter.com). Please ensure that you clearly state “Formal Complaint” in the subject of the email or letter reference and provide as much detail as possible of the reason(s) for complaining.
5. How is your complaint treated?
Once the formal complaint process is initiated, we will: – Confirm that our formal complaints process has been initiated and provide you with a reference number for your complaint – Acknowledge your complaint and the details of how we understand the issues you have raised – Enclose a copy of the complaints process that you are aware of the next steps. We will investigate consistently and promptly determining whether the subject matter of the complaint requires remedial action and might need to contact you to request further information or documentation to enable setting out our conclusions in a final response to you within 15 business days from the date when your initial complaint is received. In the unlikely event that our investigations have not concluded before the 15th business day from the date of receipt, we will write to you to explain why we are not able to provide you with a final response and when we might expect to have fully investigated your case.
6. Closing your complaint
Once we have fully investigated and reached a conclusion, we will issue a final response stating that it is our final decision and ask you to reply indicating whether you are happy with the outcome. If you are not satisfied with our final response, or should we fail to respond to you within 15 Business Days from receiving your claim, you shall have a right to apply to one of the following entities:
- Financial Ombudsman of the Republic of Cyprus:
- Address: 13 Lord Byron Avenue, 1096 Nicosia
- Phone: +357 22848900
- Facsimile (Fax): +357 22660584, +357 22660118
- Website: financialombudsman.gov.cy
- Emails: ombudsman@financialombudsman.gov.cy, complaints@financialombudsman.gov.cy
- Central Bank of Cyprus:
- Address: 80 Kennedy Avenue, 1076
- Nicosia Phone: +357 22714100
- Facsimile (Fax): +357 22714959
- Website: centralbank.cy
- Cyprus Consumer Center for Alternative Dispute Resolution:
- Address: 16 Kyriakou Matsi, Eagle House, 8th Floor, Agioi Omologites, 1082 Nicosia
- Phone: +357 22519741
- Facsimile (Fax): +357 22318214 Email: secretariat@adrcyprus.com
- Website: adrcyprus.com
Whatever the way you choose to submit the claim, it must be in the official language of the country (Cyprus/Greek) and English. You may apply to one of the above within 1 year after you receive a response from us that is not satisfactory to you, or after the 15 business days for responding have passed and we did not respond. Addressing us first is a precondition for you applying to one of the above. The decision is not mandatory for us or you and you, even after the dispute was solved by one of the above, shall have a right to apply to the court.
In case you are generally not contended with us or MuchBetter Service, where there is no claim or disagreement between you and us, you may always approach one of the above by addressing a complaint to one of the following:
- Financial Ombudsman of the Republic of Cyprus:
- Address: 13 Lord Byron Avenue, 1096 Nicosia
- Phone: +357 22848900
- Facsimile (Fax): +357 22660584, +357 22660118
- Website: financialombudsman.gov.cy
- Emails: ombudsman@financialombudsman.gov.cy, complaints@financialombudsman.gov.cy
- Central Bank of Cyprus:
- Address: 80 Kennedy Avenue, 1076
- Nicosia Phone: +357 22714100
- Facsimile (Fax): +357 22714959
- Website: centralbank.cy
- Cyprus Consumer Center for Alternative Dispute Resolution:
- Address: 16 Kyriakou Matsi, Eagle House, 8th Floor, Agioi Omologites, 1082 Nicosia
- Phone: +357 22519741
- Facsimile (Fax): +357 22318214 Email: secretariat@adrcyprus.com
- Website: adrcyprus.com
Complaints must be submitted in Greek and English if sent to the above listed entities, or in English or your language of proficiency for an initial query with MuchBetter only.
7. Questions
There is plenty of information ready to answer your questions on our website but in the event you cannot find the answer you are looking for, please check our website MuchBetter or get in touch with our Support Team
Version 01.01.2021
1. Overview
The Company is authorised by the Bank of Lithuania and therefore has the responsibility to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our customers must be at the centre of everything we do and therefore deserve to have a fair and courteous service at all times and the right to raise issues or concerns if they think they have not received a fair, correct or courteous service.
2. Definition of a complaint
For the purpose of compliance with the relevant laws and regulations on complaints procedures a complaint is “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity”. A complaint, however, must involve an allegation that the complainant has suffered, financial loss, material inconvenience or material distress
3. Who does this policy apply to?
To be considered an eligible complainant, you must be a MuchBetter user. Regardless of this, if you are not our customer you will not be an eligible complainant, but we will review your complaint in the same way as if you were. However, note that you will not be able to refer your complaint to the relevant authorities if you are not satisfied with the way we have handled your complaint.
4. How to initiate a formal complaint
Although we aim to ensure that our customers are completely satisfied at all times, there are occasions when things can go wrong. In this case, we can assure you that we will do our best to resolve any issue or misunderstanding promptly, fairly and effectively by our Customer Support team.
In the unlikely event that you have followed the steps above and we do not provide you with a satisfactory outcome then you may escalate the issue to a “Formal Complaint” by writing an email (complaints@muchbetter.com) or a letter (Upės g. 23, 08128, Vilnius). Please ensure that you clearly state “Formal Complaint” in the subject of the email or letter reference and provide as much detail as possible of the reason(s) for complaining.
5. How is your complaint treated?
Once the formal complaint process is initiated, we will: – Confirm that our formal complaints process has been initiated and provide you with a reference number for your complaint – Acknowledge your complaint and the details of how we understand the issues you have raised – Enclose a copy of the complaints process that you are aware of the next steps. We will investigate consistently and promptly determining whether the subject matter of the complaint requires remedial action and might need to contact you to request further information or documentation to enable setting out our conclusions in a final response to you within 15 business days from the date when your initial complaint is received. In the unlikely event that our investigations have not concluded before the 15th business day from the date of receipt, we will write to you to explain why we are not able to provide you with a final response and when we might expect to have fully investigated your case.
6. Closing your complaint
Once we have fully investigated and reached a conclusion, we will issue a final response stating that it is our final decision and ask you to reply indicating whether you are happy with the outcome. If you are not satisfied with our final response, or should we fail to respond to you within 15 Business Days from receiving the claim, you shall have a right to apply to the Bank of Lithuania in three different ways:
1. Through the electronic dispute settlement facility E-Government Gateway
2. By completing a consumer application form and sending it to the Supervision Service of the Bank of Lithuania at Žalgirio g. 90, LT-09303 Vilnius, email: frpt@lb.lt or
3. By filing out a free-form application and sending it to the Supervision Service of the Bank of Lithuania, Žalgirio g. 90, LT-09303 Vilnius, frpt@lb.lt.
Whatever the way you choose to submit the claim, it must be in the official language of the country, i.e. Lithuanian. You may apply to the Bank of Lithuania within 1 year after you received from us a response that is not satisfactory, or after the 15 Business Days for responding has passed and we did not respond. Addressing us first is a precondition for you applying to the Bank of Lithuania. The decision of the Bank of Lithuania is not mandatory for us or you and you, even after the dispute was solved by the Bank of Lithuania, shall have a right to apply to the court.
In case you are generally not contended with us or MuchBetter Service, where there is no claim or disagreement between you and us, you may always approach the Bank of Lithuania by addressing a complaint to the Bank of Lithuania at Totorių g. 4, LT-01121 Vilnius, email: info@lb.lt, or to the Supervision Service of the Bank of Lithuania, Žalgirio g. 90, LT-09303 Vilnius, email: frpt@lb.lt. Complaints must be submitted in Lithuanian or English languages
7. Questions
There is plenty of information ready to answer your questions on our website but in the event you cannot find the answer you are looking for, please check our website MuchBetter or get in touch with our Support Team.
Contact us
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
MIR MuchBetter Australia Pty Ltd (ACN 658 003 804) (MIR AU, MuchBetter we, us 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 provides digital payment facilities under Australian law.
1. Initiating a Complaint
Each of our customers must be at the centre of everything we do and therefore deserve to have a fair and courteous service at all times and the right to raise issues or concerns if they think they have not received a fair, correct or courteous service.
If you need to make a complaint, you should contact our customer support team. You can raise your complaint by emailing complaints@muchbetter.com, sending us a letter or contacting us within in the App or your website login.
In contacting us, please provide us with key details about your complaint, including:
1.1 your full name;
1.2 the phone number and email address associated with your account;
1.3 when the problem arose; and
1.4 your preferred outcome.
We will endeavour to hear and resolve the relevant issues or concerns described in your complaint as quickly as possible.
2. Who does this Policy apply to?
This policy applies to customers receiving services from MuchBetter under its AFSL.
If you are not a customer receiving services from MuchBetter, you may make a complaint to MuchBetter and we will review your complaint in accordance with this policy. However, please note that it is unlikely you will be eligible have your complaint heard by the Australian Financial Complaints Authority (AFCA).
3. Making a Complaint: Timeframe, Process and Response
We have 30 days from the date of receipt of your complaint to resolve the issue. However, we will seek to resolve your complaint or issue as soon as is reasonably practicable in the circumstances.
We may contact you to gather more information relating to your complaint. A dedicated member of our complaints team will investigate the matter for you.
If we take longer than two weeks to provide you with a final response, we will contact you and provide an indicative timeframe on when we can resolve your complaint.
Our final response regarding your complaint may conclude either that:
3.1 we have acted inappropriately, failed to meet our terms or failed to meet your reasonable expectations. As a result we may provide an acknowledgement, an apology, or where appropriate, offer you compensation for any distress you have express or any losses you have incurred (or provide another remedy which we reasonably consider appropriate in the circumstances); or
3.2 we have acted appropriately and that we do not intend to take further action in respect of your complaint.
4. Questions
You will find further information ready to answer your questions on our website MuchBetter https://muchbetter.com/help but if you cannot find the answer you are looking for contact our Support Team support@muchbetter.com
5. AFCA
MIR AU is a member of an independent dispute resolution scheme, AFCA. Our AFCA membership number is: 103239.
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
If the complaint cannot be resolved by our internal complaints procedure; or if you are dissatisfied with the outcome; or if we fail to resolve the complaint within the 30 day period, you can direct the complaint to AFCA. You can contact AFCA at:
Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
Phone: 1800 931 678
Website: www.afca.org.au
