Complaints and disputes – Mangopay UK Limited
Last updated 11/01/2024
We always do our best to treat our customers efficiently and fairly, particularly if something goes wrong. We welcome your comments, especially if we have not met your expectations or if we can improve our service in any way.
If you have an account or use a service provided by Mangopay S.A., your complaint will be handled by Mangopay S.A. - see Complaints and disputes – Mangopay S.A.
How can I file a Complaint?
If you have a complaint or are dissatisfied with Mangopay UK Limited (hereinafter “Mangopay”) in relation to our services, you can lodge your complaint with us in the following ways:
You can email us: uk-complaint@mangopay.com.
You can send your complaint in a letter form to the following address:
Mangopay UK Limited
32-34 Great Marlborough Street
London, England, W1F 7JB
United Kingdom
In order to resolve your complaint, it is important that you give us as much information as possible.
Therefore, when filing your Complaint, please be sure to provide us with at least the following information:
Name and surname;
Contact details such as your email address and/or your mobile phone number;
Mangopay Account details (User ID);
The platform on which you are using Mangopay’s service;
The context of your Complaint: what happened; when did the incident or problem occur and under which circumstances. If appropriate also: what has been already done to help find a solution, and;
Any documentation that could support your Complaint or be useful.
Mangopay complaint handling timeframes
Within 2 business days we will acknowledge receipt of your Complaint.
It may be the case that no acknowledgement of receipt is sent to you, this can happen when your Complaint can be resolved within 3 business days following receipt of the Complaint (and you accept the closure of your Complaint). In this case we will send you a summary resolution communication instead.
Mangopay will reply to your Complaint:
by the end of 15 business days after the day on which we received the Complaint, at the latest, or:
Where we cannot send a final response within 15 days for reasons beyond our control, you will be informed that we will get back to you by the end of 30 calendar days after the day of reception of your complaint.
After the final response
Following our careful assessment of the Complaint, we will provide you with a final response which we aim to communicate promptly and clearly to you. This final response will consist of either:
Acceptance of the Complaint and where appropriate, we will offer redress or remedial action promptly.
It is possible for Mangopay to not accept the Complaint but offer redress or remedial action instead.
In case the final response entails a rejection, we will clearly set out the reasons on which this rejection is based.
If you indicate acceptance of any offer regarding remedial action or redress Mangopay made, we will execute the redress or remedial action in an effective manner.
If you do not reply within 30 days, Mangopay will consider that the Complaint is resolved.
Not satisfied with our proposed resolution?
If you are not satisfied with Mangopay’s consideration of your Complaint, you have the right to refer your Complaint to the Financial Ombudsman Service (‘FOS’), free of charge – but you must do so within six months of the date of the response sent by Mangopay UK Limited.
You can contact the FOS:
by telephone on: 0800 023 4567, with phone lines open between 8am and 5pm, Monday to Friday, and 9am and 1pm on Saturday.
by mail:
Financial Ombudsman Service
Exchange Tower,
London E14 9SR
Further information can be found within the Financial Ombudsman Service’s leaflet which is available at: https://www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet and on their website at: https://www.financial-ombudsman.org.uk/. If you would prefer to receive a physical copy of the leaflet, please let us know and a hard copy shall be sent to your address on file.
