MoneyWay’s Complaints Handling Policy 

 

MoneyWay strives to provide a high level of customer service for all our clients. But we know that sometimes you may have a concern or a complaint. We value our clients feedback and if you have a complaint or concern, we encourage you to contact us to that it can be resolved. 

We have established an internal complaints process that aims to ensure you receive a timely response to your complaint. To help us understand and resolve your complaint as quickly as possible we require that you fill out the complete complaint form, providing as much information as possible, and either submit it to us via email, or mail/drop it off at our location. 

 

Complaint information should include:
     •    Your name, address and account number with us. 
     •    The transaction number relating to your complaint (if applicable). 
     •    Describe your complaint clearly
     •    How do you want us to solve the problem?
     •    Copies of relevant documents, such as letters
     •    A daytime phone number where we can contact you. 

 

Please note that in order to file a complaint with us, you must be a MoneyWay client. MoneyWay will not accept complaints made on behalf of someone else. 

All complaints must be made within 30 days of the occurrence that lead to your complaint. 
In order to safeguard your privacy and information, please ensure your complaint is submitted from and includes an email address or phone number that is not on your client file with us, we will not be able to respond to your complaint. 

If you wish to make a complaint, please fill out the complaint form here

When you make a complaint to us, our client team will try to resolve the matter with you, including:
    •    Acknowledge your complaint and make sure we understand the issues.
    •    Take reasonable measures to fix the problem.
    •    Keep you informed of progress.
    •    Keep a record of your complaint.
    •    Provide a final response to you within 90 days of the complaint being submitted. 
    •    Explain our assessment, along with any remedial action or redress and take measures to improve any systems or processes where necessary.

 

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