How to make a complaint?
We are committed to always providing you with the best service. In the unlikely event that you are dissatisfied, you should contact us as soon as possible.
Please ensure you provide the following information to help us investigate your complaint:
- Full name and address
- Daytime telephone number and preferred contact time
- Transaction/Pin number
- Details of your complaint
- Preferred method of contact- post, email, or ‘phone
How your complaint will be handled?
We will take your complaint seriously and attempt to resolve it as quickly as possible. If for any reason we cannot resolve the complaint straight away, we will follow the procedure below:
HB Money Trasnfer will begin the process of investigation immediately after receiving your complaint and respond within a reasonable time.
In most cases complaint should be resolved within 15 business days.
If additional time is needed for reasons beyond our control, HB Money Trasnfer will inform you indicating the reasons and specifying a final deadline, which will not exceed 35 business days where possible. HB Money Trasnfer may also request further information or documents from you that may help expedite the investigation.
||Upon completion of the investigation, HB Money Trasnfer will communicate the final decision via your preferred method (email, phone, or post), unless the regulation requires any specific method of communication.
If you are not satisfied with our final response, you can seek further help from the Financial Ombudsman:
The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR
or send email to firstname.lastname@example.org;
or dial 0800 023 4567 or 0300 1239 123 (Between 8am and 8pm from Mon to Fri, Sat 9am to 1pm)
or +44 20 7964 0500 (from outside the UK)