Our complaints procedure

Effective complaints handling is a key part of customer excellence. Every current and potential customer is valuable and we believe that you have the right to a fair, effective and courteous service at all times.

For this reason, your comments are extremely important to us. We want to know what our customers (and people interested in our products) think about our performance and the standard of services we provide. Not only does this feedback allow us to improve our individual service to you in terms of quality and efficiency, but it also helps us enhance our product.

How to make a complaint

If something has gone wrong with the level of service provided, we encourage you to bring this to the attention of our Complaints Department by email, post or telephone:

Complaints Department

Interpolitan Money

5th Floor, 33 Cavendish Square, London W1G 0PW 

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Telephone: +44 (0) 20 8187 5001

Email: info@interpolitanmoney.com

Information you need to provide

• Your name, login email address and any reference such as transaction identification number – please DO NOT provide your password.

• Your account number.

• The reasons for your concern, including as much relevant information as possible to assist us.

How we will handle your complaint

Provided with detailed information about the difficulty that has arisen, our complaints team will always aim to resolve the matter to the customer's complete satisfaction, fairly, efficiently and promptly.

STAGE 1: After we receive your complaint, we will send a prompt acknowledgement, verbally or in writing, within 48 hours. If we receive enquiries via email, we will attach our answer with a unique ticket number that allows every customer to follow up on their complaint.

STAGE 2: We will then confirm details of the action we have taken. You will be kept informed of the status of the case; a final response to your complaint may take up to 15 business days.

STAGE 3: There may be occasions where customers are not satisfied with the response they have received. If this is the case, the customer's complaint may be referred to a member of staff in a higher position of authority with a view to resolving the matter.

If you are not satisfied

We are committed to resolving complaints whenever possible through our complaints procedure. If a matter cannot be resolved satisfactorily, you may be able to refer your complaint to the Financial Ombudsman Service. This would depend on the nature of the complaint and whether, within the rules of the service, the person making the complaint is "eligible" to refer the matter to the Ombudsman (within the eligible timeframe of six months set by them).

The Ombudsman Service exists to provide independent adjudication, and an investigation will be undertaken prior to making a decision about outstanding disputes. You may contact the Ombudsman at the following address:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567

For calls outside UK: +44 20 7964 0500

Switchboard: 020 7964 1000

Main Fax: 020 7964 1001

For further information, visit the Financial Ombudsman Service website at: www.financial-ombudsman.org.uk

If you are still not satisfied

We have made our complaints handling procedure open, clear and easy to follow. Although it should not be necessary for you to seek professional help, it is your right to appoint a solicitor or third party complaints-handling firm to assist you in resolving your dispute.

If you choose to employ a solicitor, complaints-handling firm, financial adviser or other third party as your representative, this does not affect the way we review your complaint. However, please be aware that:

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• Interpolitan Money does not charge you to investigate your complaint in accordance with the stages described in this document.

• Interpolitan Money will not be liable for any costs incurred if you decide to employ a solicitor or a third party complaints handling firm or individual.