Complaints Policy

November 16, 2017

MoneyMatrix Customer Complaints Policy

MoneyMatrix is committed to providing its merchants with the best service possible, and delivery of our products to you in the way you need to receive them. But we understand even with the best of intentions from time to time things can go wrong. So, if for any reason you are not entirely satisfied with our service, please let us know as soon as possible.

We will investigate the situation and where necessary, take the appropriate corrective action(s) as quickly as possible to avoid a reoccurrence of a similar problem in the future. Your feedback is important to us and is key to improving our service.

We take customer service very seriously, and as such we have a complaint handling procedure in place.

On receipt of any complaint we shall issue an acknowledgment within 48 hours. We will then provide you with a definitive reply as soon as the relevant facts of the complaint have been investigated, using the timescales below:

Merchant Resolution: 10 working days

Submitting a Complaint

You can submit your complaint by completing our online complaint form when logged in to our customer service portal or else by sending an email to

If you then feel that the issue has not been dealt with to your complete satisfaction, you may also direct your complaint in writing to the Arbiter of Financial Services at the below address:


Office of the Arbiter for Financial Services

First Floor, St Calcedonius Square




or by visiting the Arbiter for Financial Services


Complaints directed to the Arbiter for Financial Services’ Office should always be made in writing.

Ready to start a conversation?

Get in touch