How to make a complaint.

You can complain free of charge. You do not need a special form, email subject or legal wording. Tell us what happened and, if possible, the outcome you would like and your payment reference. Do not send passwords or security codes.

Contact MinasPay

• Email info@minaspay.co.uk.
• Call +44 20 8965 0116, or speak to our team in store.
• Write to Minas Center Limited, 59 Station Road, Unit 4, London, England, NW10 4UX.

If you need help explaining your complaint, or would like someone to act on your behalf, please tell us so we can discuss the support you need.

What happens next

We will acknowledge your complaint promptly in writing, explain the relevant response deadline and keep you informed about our investigation.

For complaints covered by the payment-services complaints rules, we will send a final response within 15 business days after receiving your complaint. In exceptional circumstances outside our control, we will send a holding response within that period explaining the delay, and a final response within 35 business days after receipt.

For other complaints subject to the eight-week rules, we will send a final response within eight weeks, or explain why we need more time and your right to contact the Financial Ombudsman Service where applicable.

If you remain dissatisfied

If you are eligible, you can refer your complaint to the Financial Ombudsman Service, an independent service that is free for consumers. You can also contact it if the applicable response deadline has passed without a final response.

You normally need to refer your complaint within six months of the date of our final response. Eligibility and other time limits apply; the Ombudsman can explain any exceptions. Our final response will explain your referral rights and provide the appropriate information.

Visit financial-ombudsman.org.uk — how to complain for further information.