Complaints

Pre-launch

Moneta is pre-launch. The complete complaints procedure will be published here before accounts open. That includes dedicated contact channels, response timeframes and the external dispute resolution scheme for each jurisdiction. In the meantime, anything you want to raise can go through the contact page or hello@monetaworldwide.com.

1. How to raise a complaint

When accounts open, complaints can be raised in the platform, by email or through your relationship contact. We’ll acknowledge every complaint and give you a reference so you can track it.

2. How we handle it

Complaints are handled by people with the authority to fix things, against defined timeframes: acknowledgement, investigation, and a written response setting out what we found and what we’ll do. Longer investigations come with an explanation and a date to expect an answer by.

3. Taking it further

Unresolved matters can be referred to the external dispute resolution scheme relevant to the Moneta entity you contract with. In Australia, that is the Australian Financial Complaints Authority (AFCA). Details for each jurisdiction will be listed here.

4. Complaints about privacy

Privacy complaints follow the same process, and may also be raised with the privacy regulator in your jurisdiction. In Australia, that is the Office of the Australian Information Commissioner (OAIC).