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Complaints policy

Our commitment to you

At Modulr each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. 

Should you feel that we have not provided the level of service you would expect from us and wish to make a complaint, please contact us by emailing our team: support@modulrfinance.com 

Modulr Complaints Procedure

      1. We will acknowledge your complaint within 5 working days.
      2. We will investigate your complaint and endeavour to send a final response to you within 15 working days of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
      3. If more than 35 working days from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you may be eligible to refer your complaint to the Financial Ombudsman Service depending on your location:

        United Kingdom
        Financial Ombudsman Service
        Exchange Tower
        London
        E14 9SR
        Phone: 0800 023 4567 or 0300 123 9123
        Website: www.financial-ombudsman.org.uk

        You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

        Europe (excluding Ireland)

        Financial Services Complaints Institute (KIFID)

        Koningin Julianaplein 10,

        2595 AA Den Haag

        Phone: +31 70 333 8 999  

        Website: www.kifid.nl

         

        Ireland

        The Office of the Ombudsman

        6 Earlsfort Terrace

        Dublin 2, D02 W773

        Ireland

        Phone +353 1 6395600

        Website: www.ombudsman.ie