Write to us
Master Services Europe Group Limited (MASTER TRANSFER)43 Station Road, Harlesden, London NW10 4UP
Customer complaints
Complaints and dispute resolution
MASTER Transfer strives to give a high quality service to our customers. If we disappoint you, we want to know. You are also welcome to send us any service improvement suggestions.
How to raise a complaint
Please make your complaint by writing to us, visiting a branch, or sending it electronically through the contact form.
43 Station Road, Harlesden, London NW10 4UP
Visit a branch
If it is more convenient, please call into any branch of Master Transfer. You can find the addresses at our website www.mastertransfer.co.uk (opens in a new tab).
What happens next
If we cannot resolve your complaint within 15 business days from initial receipt, we will write to you indicating the reasons for the delay and specifying the deadline by which you shall receive the final reply. The final response will take no longer than 35 business days.
Escalate to compliance
If you are not satisfied with the outcome of your complaint, or you are not happy with how it has been handled, please contact our compliance department through the help section, selecting 'Compliance' as the subject.
Contact complianceFinancial Ombudsman Service
If you remain dissatisfied, you may take the matter further by contacting the Financial Ombudsman Service. You'll need to contact them within six months of our final response.
The Financial Ombudsman ServiceExchange Tower
London E14 9SR
- Website: www.financial-ombudsman.org.uk (opens in a new tab)
- Telephone: 0800 023 4567
- Online complaint form: help.financial-ombudsman.org.uk/help (opens in a new tab)
What the Ombudsman will need
You can contact the Financial Ombudsman Service in writing, over the phone, or by visiting their website and completing their online complaint form. They will need to know:
- Some personal details, such as your name and address.
- What the problem is and how you want things put right.
- The amount, date and transaction reference number.
- A copy of the receipt and any other relevant details.
To understand better what a "final decision" by an ombudsman means, please see the consumer factsheet (opens in a new tab).
You may also be able to submit a complaint and/or claim through the European Online Dispute Resolution Platform (opens in a new tab).
Information to include
- Your name and contact details.
- A clear description of what happened.
- The resolution you are looking for.
- The amount, date and any transfer reference.
- Any relevant records, receipts or messages.