Complaints Procedure

Last updated: January 2025

We take all complaints seriously and are committed to resolving them fairly and promptly. This page explains how to raise a complaint and what you can expect from us.

1. How to Submit a Complaint

If you are unhappy with any aspect of our service, you can submit a complaint through any of the following channels:

Email Send your complaint to support@monetexis.com with the subject line "Formal Complaint"
Support Ticket Log into your account and open a support ticket via Help Center
Post Write to us at: Monetexis Limited, 101 Edgware Road, London, W2 2HX

2. What to Include in Your Complaint

To help us investigate and resolve your complaint as quickly as possible, please include:

  • Your full name and registered email address
  • Your account username or ID
  • A clear description of your complaint
  • The date(s) the issue occurred
  • Any relevant transaction IDs or reference numbers
  • What outcome you are seeking
  • Any supporting documents or screenshots

3. Our Response Timeline

Stage Timeframe Action
Acknowledgement Within 24 hours We confirm receipt and assign a reference number
Initial Response Within 5 business days We provide an update or resolution where possible
Full Investigation Within 15 business days We complete a thorough review and provide our final response
Complex Cases Up to 35 business days We notify you if more time is required and explain why

4. Our Commitment

When handling your complaint, we commit to:

  • Treat your complaint with fairness, respect and confidentiality
  • Conduct a thorough and impartial investigation
  • Keep you informed of progress throughout
  • Provide a clear explanation of our findings and decision
  • Take corrective action where we have made an error
  • Use your feedback to improve our services

5. If You Are Not Satisfied

If you are not satisfied with our final response, you may escalate your complaint to the relevant regulatory authority or seek independent dispute resolution. Please contact us for guidance on the appropriate escalation path based on your circumstances.

6. Contact Our Complaints Team

Complaints Team — Monetexis Limited
101 Edgware Road, London, W2 2HX
Email: support@monetexis.com
Phone: +1(430)666-2944
Monday – Friday, 9:00am – 5:00pm GMT