Complaints Procedure

MontaaPay Ltd is committed to providing a high standard of service to all of our clients. We take all complaints seriously and aim to resolve them promptly, fairly, and thoroughly.

This procedure explains how to make a complaint and what you can expect from us in response.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us using any of the following methods:

When making a complaint, please provide as much detail as possible including your name, contact details, account information, and a clear description of the issue you are raising.

2. What Happens Next

Once we receive your complaint we will:

• Acknowledge receipt of your complaint promptly, and in any case within five business days
• Investigate your complaint thoroughly and impartially
• Provide you with a full written response within eight weeks of receiving your complaint
• Keep you informed of progress if our investigation is taking longer than expected

3. Our Response

Our response will set out our findings and, where your complaint is upheld, explain what steps we will take to put things right. Where we are unable to uphold your complaint, we will explain the reasons for our decision clearly.

4. If You Are Not Satisfied

If you are not satisfied with our response, or if eight weeks have passed without a final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that resolves disputes between financial services businesses and their customers free of charge.

Please note that you must refer your complaint to the Financial Ombudsman Service within six months of receiving our final response letter.

5. Payment Services Complaints

Where your complaint relates to payment services provided through our regulated platform partners (including Sciopay Ltd, FRN: 927951), your complaint will be handled in accordance with the complaints procedure of the relevant authorised payment institution. We will inform you of this and direct you accordingly where applicable.

6. Record Keeping

We keep a record of all complaints received and our responses to them. This helps us to monitor and improve the quality of our service on an ongoing basis.

7. Contact Us

If you have any questions about this complaints procedure, please contact us at support@montaapay.com or call +44 (0) 208 264 8889.

MontaaPay Ltd is registered in England and Wales (No. 16268984). FX and payment services are provided by Sciopay Ltd, authorised by the FCA as an Authorised Payment Institution (FRN: 927951).