1. Introduction
At Mercuryo, we are committed to providing excellent service. If you are dissatisfied with any aspect of our services, you have the right to submit a complaint. This procedure outlines how complaints are handled in a fair, efficient, and timely manner.
Mercuryo ensures that all complaints are handled fairly, transparently, and without bias. Our team reviews complaints thoroughly and aims to provide a solution that resolves whichever issue you might have encountered while also aligning with our policies and regulatory requirements.
2. How to Submit a Complaint
❗️You can submit your complaint to us via email by emailing complaints@mercuryo.io
Please ensure you provide all necessary details, including relevant transaction information, to help us investigate your complaint effectively. This should include but not be limited to:
- Name
- Email address
- Clear description of the complaint including supporting evidence and documentation where possible
If you have a general support query, please contact us via 💬 live chat or 📧 email support@mercuryo.io instead. This enables us to provide the fastest solution to your query.
3. Acknowledgment of Complaints
Once a complaint is submitted, you will receive an acknowledgment within 3 working days via email.
4. Investigation and Resolution Timeline
- We aim to resolve complaints within 15 working days of receiving them.
- If additional time is required for complex cases, we may extend the resolution timeframe to 35 working days. In such cases, we will notify you of the delay and provide an estimated resolution date.
5. How We Communicate Updates
All communication regarding your complaint, including updates and the final resolution, will be sent via email.
6. Closing Complaints
We will consider a complaint as closed where:
- We have issued a final response; or
- The consumer has informed us in writing that they have accepted a previous response that we have sent to them;
If you are not satisfied with the outcome of your complaint, you may be able to lodge your complaint with a relevant External Body or Alternative Dispute Resolution regime – however, not all complaints or complainants are eligible.
For eligible EEA residents, the appropriate routes for escalation can be checked via the European Commission’s Online Dispute Resolution Portal. For eligible consumers who hold an emoney account (IBAN) or a merchant with a card acquiring product you can contact the Financial Ombudsman Service (FOS) here:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Mercuryo is committed to ensuring that all complaints received are handled fairly, consistently, and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service in the future.
