Complaints

Please see below details of Merchant Partners Group Ltd.’s complaints procedures. 

 

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

If you wish to make a complaint please email acook@merpargroup.com or phone 02081509188

We will respond within one business day of a complaint to begin our complaints process.

We aim to resolve complaints within a maximum of 15 business days, except in exceptional circumstances in which we aim to resolve complaints within 35 business days.

Once a final response is issued, a complaint is considered resolved.

If at any point in time you are still unhappy with the outcome, then you can contact the Financial Ombudsman Service using the following details:

 

Financial Ombudsman Service

South Quay Plaza 183 Marsh Wall London, E14 9SR

08000234567

complaint.info@financial-ombudsman.org.uk

https://www.financial-ombudsman.org.uk

 

We work with e-money and payments institution partners in providing you with our service, namely The Currency Cloud Ltd., Equals Connect Ltd. (a subsidiary of Equals group Plc.) & Global Currency Exchange Network Ltd.
Depending on your provider…

The Currency Cloud Ltd. ultimately provides you with geographically or functionally limited elements of regulated payments and e-money services in the UK, EU and United States.

-Equals Connect Ltd. (a subsidiary of Equals Group Plc.) provides you with geographically or functionally limited elements of regulated payments and e-money services in the UK, EU and United States.

-Global Currency Exchange Network Ltd. provides you with geographically or functionally limited elements of regulated payments and e-money services in the UK, EU and United States.

These partners have certain obligations as regulated financial services institutions, including around complaints.

We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you.

They oversee how we handle complaints to ensure we do this to the standard required under the regulations.

However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled…

The Currency Cloud Ltd.’s complaints information can be found here:

https://www.currencycloud.com/legal/complaints-procedure//

Equals Group Plc’s complaints information can be found here:

https://equalsmoney.com/complaints

Global Currency Exchange Network Ltd. complaints information can be found here:

https://www.gcpartners.co/faqs/

In exceptional or legal circumstances we will work closely with our payment provider to handle & resolve the complaint.