Complaints Procedure

WE CARE WHAT YOU THINK.

It goes without saying that at Montra Partners we want to provide an outstanding service when it comes to moving money across borders for clients. While we take great pride in doing the best job for you, we understand that sometimes not everyone is happy.

But that’s ok too. We value your feedback, even complaints, because it gives us an opportunity to do what we do, better.

Working with an authorised electronic money institution, we have policy and procedures in place that allow clients and prospective clients to complain about the services that have been provided (or not provided) to them if they are dissatisfied.

WHAT IS A COMPLAINT?

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which has resulted in (or may result in) financial loss, material distress or material inconvenience.

We take every complaint very seriously and will resolve most complaints within three business days.

When making a complaint, please outline the following information:

The date of the complaint
The nature of your complaint
The impact on you (personal client) / your business (corporate client)
Your contact details
Any additional information

HOW DO I COMPLAIN?

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

There are three ways you can make a complaint:

Speak to a member of our team on the phone UK: +44 (0) 203 514 9330

Email: complaints@montrapartners.com

Send your complaint to:
Montra Partners Ltd
Unit 2, Stirling House, 9 Burroughs Gardens,
London NW4 4AU
United Kingdom

WHAT HAPPENS WHEN A COMPLAINT IS MADE?

A member of  our team will confirm receipt of your complaint via email within 24 hours of receiving it, and will aim to resolve the complaint within three business days.

On occasion, a complaint may need to be escalated and so the Customer Operations Team may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.

If a complaint needs to escalated or falls under exceptional circumstances, you will be notified by a member of our team.

ADDITIONAL COMPLIANT INFORMATION AND AVENUES FOR COMPLAINTS

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud but also Ebury Partners UK Limited and Sciopay Ltd. These partners ultimately provide you with the payment and e-money REGULATED SERVICES in the UK, EU and US.

These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.

However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currency Cloud’s complaints information can be found here. Ebury’s can be found here and Sciopay’s can be found here.

If you are in away unclear as to which of these companies you work with via our services, please let us know and we will inform you of who you should escalate you complaint to.

WHAT IF I AM STILL UNHAPPY WITH THE RESOLUTION?

If, for whatever reason, you are unhappy with the response, you can request further assistance from the relevant government body.

If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.

If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.