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
- We will acknowledge your complaint within 5 working days.
- 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.
- 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
Address:
Exchange Tower
E14 9SR
London
Phone: +44 800 023 4567 or +44 300 123 9123
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response. www.financial-ombudsman.org.uk
The Netherlands and the rest of Europe (not including countries listed below)
Financial Services Complaints Institute (KIFID)
Address:
Monarch Tower
Prinses Beatrixlaan
2595 AK Den Haag
Phone: +31 70 333 8 999
Website: www.kifid.nl
Ireland
The Office of the Ombudsman
Address:
6 Earlsfort Terrace
Dublin 2, D02 W773
Ireland
Phone: +353 1 6395600
Website: www.ombudsman.ie
France
Le médiateur de la consommation auprès de l’AFEPAME
Address:
C/o WEBHELP GRAY, Zac de Gray
Impasse Clément Ader
70100 Gray/Paris
France