We aim to provide you with the highest standards of service, however there may be occasions when our service does not meet your expectations but telling us about it gives us a chance to fix things.
We want to:
- Make it easy for you to raise your complaint
- Listen to your complaint
- Consider how you would like us to remedy your complaint
- Make sure you are satisfied with how your complaint was handled
How to Contact us
By email: email@example.com
By phone: +44 2030536610
In writing: WeSwap, MK Fintech Limited, 74 Back Church Lane, Unit 8, London, E1 1LX
What We Need
Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly. Please include:
- Your name, address and the email your registered at WeSwap
- Your account details
- A description of your complaint and how it’s affected you
- When the issue happened
- Your contact details and how you would like us to contact you
What To Expect Next
We will be in touch within 5 business days to try and resolve your issue for you. If we are unable to resolve your complaint in this time you should know that we are typically allowed up to 35 business days to investigate a complaint and provide a final response.
Our aim is to resolve your complaint as quickly as possible but you will receive a response from us within 1 business day so you know we have received your complaint. This will contain your complaint reference number for your records and will help us find your information quickly should you need to contact us.
5 business days
If we have been unable to resolve your complaint within 5 business days, we will write to you and:
15 business days
In the majority of cases, we will be able to resolve your complaint within 15 business days. If we have not resolved it within 15 business days, we will contact you to update you on the progress and tell you how much longer we anticipate it will take.
After 15 business days
We will keep you informed of progress until your complaint has been resolved. In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve but we will write to you to let you know we need longer.
Up to 35 business days
Although we have up to 35 business days, we will send you our final response as soon as we complete the investigation into your complaint. We will continue to keep you informed in writing and let you know when you should expect to hear from us.
In the unlikely event we have not been able to finalise our investigation by the end of 35 business days, we will send you a letter to let you know and what steps you can take.
WHAT IF YOU'RE NOT HAPPY WITH OUR RESPONSE?
You can refer the problem to our partner
If, you don’t agree with our final response and you wish to take it further, in the first instance you should contact our partner Manigo, for further assistance. Please be sure to include any correspondence you have already had with us. A copy of Manigo’s complaints policy can be found on their website.
Manigo Services Limited
Level 39 Tech Hub,
One Canada Square,
E14 5AB London, UK
Email address: firstname.lastname@example.org
Phone: +44 (0) 1903 680 360
If, having exhausted the above complaints process with Manigo, you remain unhappy you may complain to the Financial Ombudsman Service:
South Quay Plaza,
183 Marsh Wall,
London E14 9SR, United Kingdom
Phone: 0845 080 1800
It is important to be aware that legally it is not the role of the Financial Ombudsman Service to resolve complaints between you and Manigo.
If you have not contacted Manigo, the Financial Ombudsman Service will ask you to contact them first to give Manigo a chance to put things right.