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Complaints Policy (UK)

At GetMoss UK Ltd (“Moss”), we work hard to maintain a high level of customer service. However, if you are not happy with our service product or service you can contact us to make a complaint.

What is a complaint?

The Financial Conduct Authority (“FCA”) defines a complaint as an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service. It alleges how you have suffered (or may suffer): financial loss; material distress; or. material inconvenience.

How to lodge a complaint with Moss

You can lodge a complaint via email or over the telephone using the following details:

Telephone:

+44 (0)20 4571 2718

Email:

support@getmoss.com

When sending your complaint in writing, please include your full name, the name of your company and as much detail as possible describing the complaint, including any supporting documents (if relevant).

Please note that we keep a record of all complaints received at Moss, this is so we can track, analyze and then take action to improve our service in the future.

How long will the process take?

PayrNet Limited

Where Moss/Nufin fails to resolve a client's complaint within the 15 days time frame, or where the client feels that the complaint was not handled appropriately, (including cases where the complaint was not properly identified as a complaint), the clients have the right to file a complaint to PayrNet if they believe that we provide our services improperly or our operations breach customers' rights or legitimate interests.

The filing of complaints and complaint handling process is free of charge at PayrNet. PayrNet shall accept complaints submitted in person (directly to Customer Service employees, verbally or in writing) by regular or registered mail, email or through the digital channels provided by PayrNet's online and mobile platforms.


PayrNet's registered office or actual place of business:

Address:

PayrNet Limited

138 Holborn
London

EC1N 2SW

Email:

complaints@payr.net

Website:

www.railsbank.com/payrnet

PayrNet must be contacted in relation to the services directly provided by them, such as cards / ledgers.

Financial Ombudsman Service

We are committed to handling our complaints promptly and fairly. However, if you are not happy with the final response to your complaint or if we have not been able to respond within 15 business days you can refer your complaint to the Financial Ombudsman Service (“FOS”) using the details below.

Address:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone:

0800 023 4567 or 0300 123 9123

Email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

GetMoss UK Ltd is a subsidiary of Nufin GmbH