Once a complaint is received, an acknowledgment email will be sent to the complainant within a deadline of fifteen (15) days.
Customer complaint procedure.
Moneygate is committed in providing a high standard of customer service. If for any reason you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.
How to submit a complaint
We recommend that you contact your Relationship Manager prior to submitting a complaint to resolve the issue directly. If this is not possible you can submit a complaint using one of the channels of communication described below:
By email:
If you’re not happy about something, we want to know so please contact us via support@moneygate.com
By telephone:
Contact us by phone during working ours, Monday to Friday, at +357-22524910.
Complaint timeframes.
Moneygate must comply with certain requirements when handling a customer complaint.
- What happens if Moneygate is unable to resolve my complaint?
In the event where Moneygate is unable to respond within three (3) months, it will inform the complainant of the reasons for the delay and the period within which it is expected to complete the investigation.
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How can i ensure my complaint is handled effectively?
Any complaint must be submitted as specified above in a clear and comprehensible manner.
Not happy with our response?
In case you are not satisfied with the reply given by us, please let us know as soon as possible. We will conduct a review and look to get it sorted.
Alternatively, you can:
1. Submit a claim to the Cyprus Consumer Centre for Alternative Dispute Resolution (“ADR”), an out-of-court resolution of domestic and cross-border disputes concerning contractual obligations and services offered.
Address: Kyriakou Matsi 16, Eagle House, 8th Floor, Agioi Omologites, 1082, Nicosia, Cyprus
Email address: secretariat@adr.com.cy
Phone: +357 22 519 741 Fax: +357 22 318 214
2. Contact the Financial Ombudsman Service of the Republic of Cyprus, who will independently review your case for free.
Address: 15 Kypranoros street, 1061 Nicosia Postal Address: P.O BOX: 25735, 1311 Nicosia
E-mail address: complaints@financialombudsman.gov.cy
Telephone: +357 22 848 900
Fax: +357 22 660 584 or +357 22 660 118