A clear way to raise a concern.

Submitting feedback or a complaint

Call the company or send written information by email or post marked “Feedback / complaint”. Include the date, details, desired resolution and a reply contact.

Principles and process

1. Record and acknowledge

   Record the matter and contact details; request necessary information if incomplete.

2. Investigate and review

   Arrange an appropriate review, avoid conflicts and escalate compliance or privacy matters according to responsibility.

3. Respond and follow up

   Explain the outcome or next steps; if more time is needed, communicate the reasons and progress.

Privacy and related rights

Complaint information is used for review, response, improvement and legal duties on a need-to-know basis. The internal process does not restrict lawful rights to approach relevant authorities.

Current scope

The company is applying for an MSO licence and money services have not yet commenced. Current feedback relates to company information, the website and general enquiries. Procedures for future-service complaints will be completed with operating arrangements before commencement.