Customer Complaints Procedure

Our differential is the speed in which we pay offering competitive rates. We pay both current accounts as well as savings accounts to both individuals and legal entities.

Complaints

Complaints and dispute resolution

MASTER Transfer strives to give a high quality service to our customers. It is important for us to know if we do disappoint you. We welcome any service improvement suggestions that you may wish to make, please let your branch know or contact us at the address below:

You may think the matter serious enough to complain.
Please make your complaint by:

Writing to:

Master Services Europe Group Limited (MASTER TRANSFER)
304 Walworth Road
London, SE17 2TE

Or using the form below to send to us your complaint electronically.  

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

If we cannot resolve your complaint within 15 business days from initial receipt of your complaint, we will write to you anyway indicating the reasons for the delay in answering to the complaint and specifying the deadline by which you shall receive the final reply.  Such final response will take no longer than 35 business days.  

If you are not satisfied with the outcome of your complaint or not happy how the complaint has been handled please contact our compliance department at info@mastertransfer.co.uk

If you remain dissatisfied you may take the matter further by contacting the:

The Financial Ombudsman Service

Exchange Tower
London E14 9SR
www.financial-ombudsman .org.uk
Telephone: 0800 023 4567

You’ll need to contact them within six months of the business’s final response – in writing, over the phone or by visiting their website and completing their online compliant form – https://help.financial-ombudsman.org.uk/help

They will need to know: 

– some personal details – like your name and address, what the problem is – and how you want things put right and some key details in regards to the complaint. (Amount / date of transaction / transaction reference number / copy of receipt and all other details you think are relevant for the complaint).  

To understand better what a “final decision” by an ombudsman means, please click on this consumer factsheet – http://www.ombudsman-decisions.org.uk/final_decision.pdf

You may also be able to submit a complaint and /or claim through the European Online:

Dispute Resolution Platform available at http://ec.europa.eu/consumers/odr

(Link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN)

 

Contact form

Complaint form