Customer complaint procedure
We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.
if you want to make a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, with a summary of your complaint and any action already taken to deal with the issue.
- By email We want to hear about your great experiences but equally, if you’re not happy about something, we want to know so please complete our [email protected];
- You can write to us at 87-89 Baker Street, London, W1U 6RJ, United Kingdom;
- or by phone you can call us on +44 2035191373.
When you call, it helps us if you have your account information handy.
Complaint Handling Deadlines
As set out above, MultiPass must comply with certain requirements when handling a customer complaint. MultiPass is required to acknowledge the complaint in writing, this can be by email, intercom or letter.
- MultiPass will make sure the initial response time for acknowledging receipt of a complaint will be in 24 hours
- MultiPass will resolve the complaint by the end of 15 business days following receipt of the complaint.
- If a complaint cannot be resolved within the 15 days period, a holding response will be issued giving up to maximum of 35 days, from receipt of the original complaint, to issue a final response, this will be included response why the complaint was not able to be resolved in original complaint was not resolved in the original time frame.
Final Response complaint resolution
The Complaint Resolution Summary will acknowledge your complaint and will set out the findings of our full investigation of the matters giving rise to the complaint and our view of whether your complaint should be upheld or not and if so what remedial action and/or redress we feel is appropriate.
Final Response Letter – which will set out the findings of our full investigation of the matters giving rise to your complaint and our view of whether your complaint should be upheld or not and if so what remedial action and/or redress we feel is appropriate; or
Further Written Response” which: if we reject the complaint MultiPass will explains why this was rejected.
- Assess fairly, consistently and promptly:
- The subject matter of the complaint
- Whether the complaint should be upheld
- What remedial action or redress (or both) may be appropriate
We always aim to deal with complaints fairly. However, if you are not satisfied with the Summary Resolution Communication or the Final or Written response you receive from us you may be able to refer your complaint to the Financial Ombudsman Service (FOS).
This is a free, independent and impartial service for resolving disputes.You should send your complaint to:
You must normally refer the complaint to them within six months of the date of our summary resolution communication or our final response.
COMPLAINT TO KLACHTENISTITUUTC FINACIELE DIENSTVERLENING (KIFID)
Kifid will first explore mediation as a way for you and Multipass Platforms Limited Limited to settle the complaint.
If this doesn’t work, the Financial Services Disputes Committee (Geschillencommissie Financiële Dienstverlening) will rule on your complaint.
Financial Services Complaints Tribunal
Kifid, Klachteninstituut Financiële Dienstverlening
(For consumers and small businesses)
2509 AG The Hague
+31 (0)70 33 38 999
Make sure you do so within 1 year of officially submitting the complaint to Multipass Platforms Limited , or within 3 months of receiving the final response.
As an authorized 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.
Rights of a complainant
The complainant has the right to enquire as to the status of his/her complaint by to communicating with the MultiPass Platforms Limited: via e-mail at, [email protected].
Rights of a complainant after the complaints process should a complainant be unsatisfied with the MultiPass Platforms Limited reply or no agreement was reached with the MultiPass, you can contact the UK’s Financial Ombudsman Service (FOS), either by mail, using an online form or telephone. Further details and how to contact FOS can be found here: