Complaints policy
If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by post, fax or email at mpcompliance@ebury.com. Please address all correspondence to the Compliance Manager. Our complaints department will be best placed to receive your complaint and work with you to resolve it.
Complaints Procedure
Ebury Payments Singapore Pte Ltd has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:
- Your name, address and client reference number
- A clear description of your concern or complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents, such as letters
- A daytime telephone number where we can contact you
We will try to resolve your complaint immediately and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.
Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree with our proposal for resolving it, we will:
- Send an acknowledgement of your complaint in writing within 5 business days.
- Confirm who will handle your complaint, and how you can contact them.
If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.
In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 30 calendar days in exceptional circumstances. If we are unable to provide you with a final response within 15 business days we will provide you:
- An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
In our final response we will include:
- A summary of your complaint
- A summary of the outcome of our investigation
- Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
- Details of any offer to settle the complaint and how long this offer will remain open
Customer Complaints Policy & Procedure
Ebury Payments Singapore Pte Ltd is committed to providing a high standard of service. If you have a complaint about any aspect of our service, we would like to hear from you so we can improve.
How to Contact Us
You can lodge a complaint by post, fax, or email. Please address all correspondence to the Complaint Manager:
- Email: Complaints@ebury.com
- Office Address: S2002, 18 Cross Street, #02-101, Singapore 048423
Our complaints department is specifically trained to investigate your concerns and work with you toward a fair resolution.
Information We Need
To help us resolve your concern as quickly as possible, please provide the following:
- Your full name, registered address, and client reference number.
- A clear, chronological description of your concern.
- Copies of any relevant supporting documents (e.g., transaction receipts, letters).
- Details of what you would like us to do to put things right.
- A daytime telephone number where we can contact you.
Our Resolution Process
- Acknowledgement: We will send you a written acknowledgement of your complaint within 5 business days of receipt. This will include the name and contact details of the person handling your case.
- Investigation: Your complaint will be handled by a staff member who was not directly involved in the matter being complained about, ensuring an independent and objective review.
- Regular Updates: If your complaint is complex, we will provide you with status updates at regular intervals to keep you informed of our progress.
- Final Response: We aim to provide a full and final response within 15 business days.
Note on Delays: In exceptional circumstances (e.g., where external information is required), we may need up to 30 calendar days to issue a final response. If we cannot meet the 15-day target, we will write to you to explain the delay and provide a specific date by which you can expect a resolution.
In our final response we will include:
- A summary of your complaint
- A summary of the outcome of our investigation
- Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
- Details of any offer to settle the complaint and how long this offer will remain open