Customer Complaint Procedure

Moneygate is committed to 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.

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:

• Email us at complaints@moneygate.com. If you're not happy about something, we want to know.
• Contact us by phone during working hours, Monday to Friday, at +357 22524910.

Moneygate must comply with certain requirements when handling a customer complaint.

• What happens after you submit a complaint? Once a complaint is received, an acknowledgement email will be sent to the complainant in writing without undue delay and in any event no later than five (5) working days from the date of the receipt.
• When will I receive a response to my complaint? Moneygate provides a reasoned written response to the complainant without unnecessary delay and in any event within fifteen (15) working days from the date of receipt of the complaint. Where Moneygate is unable to provide a final response within the fifteen (15) working days due to exceptional circumstances, it shall inform the complainant of the reasons for the delay and indicate the expected timeframe for completion. In such cases, the final response shall be provided no later than thirty-five (35) working days from the date of receipt of the complaint.
• What happens if Moneygate is unable to resolve my complaint? In the event where a complainant remains dissatisfied with Moneygate's response or the measures taken to resolve the complaint, the complainant may refer the matter to the Financial Ombudsman of the Republic of Cyprus or to an Alternative Dispute Resolution (ADR) Body within four (4) months from the date of receipt of our final response.
• How can I ensure my complaint is handled effectively? All customer complaints received are handled within the specified timeframes in a clear and transparent manner.

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. Phone: +357 22519741. Website: adrcyprus.com. Email: secretariat@adr.com.cy

2. Contact the Financial Ombudsman Service of the Republic of Cyprus, who will independently review your case for free.

Address: Kypranoros 15, 1061, Nicosia, Cyprus. Postal address: 25735, 11311 Nicosia, Cyprus. Phone: +357 22848900. Website: www.financialombudsman.gov.cy. Complaints: complaints@financialombudsman.gov.cy. Information: enquiries@financialombudsman.gov.cy