Complaints
Overview
We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.
You can contact us by post, phone (+44 (0)208 610 9759), or email (complaints@meridiansolutionsint.com). Please address all correspondence to the Managing Director.
Complaints process
Meridian Solutions has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you provide us with the following information (the more information you can give us the better):
- Your name, address, and client reference number
- A clear description of your concern or complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents, such as letters
- A daytime telephone number where we can contact you
We will acknowledge your complaint within 24 hours and advise on when you can expect a response back. We will try to resolve your complaint immediately and with minimum inconvenience to you.
Sometimes we will not be able to solve the problem for you immediately. In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days.
In exceptional circumstances, or if your complaint is particularly complex in nature, this may be extended up to a maximum of 30 business days from the date the complaint was received.
If we are unable to provide you with a final response within 15 business days, we will provide you with:
- An explanation as to why we are unable to provide you with a final response and an indication as to when you will get one.
- If you are an eligible client*, a notification of your rights to refer the matter to the Financial Ombudsman Service (FOS).
In our final response we will include:
- A summary of your complaint.
- A summary of the outcome of our investigation.
- Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld.
- Details of any offer to settle the complaint and how long this offer will remain open.
- If you are an eligible client*, a notification of your right to refer the matter to the Financial Ombudsman Service (FOS).
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, GC Partners, and Assure Hedge UK Ltd. Currencycloud ultimately provides you with e-wallet, payment, and foreign exchange services for UK-/EU- and US-based customers. GC Partners provides some UK-based customers with payment and foreign currency exchange services. Assure Hedge provides some UK-based customers with regulated payment and foreign currency exchange services, including structured hedging products such as options. These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.
However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud's complaints information can be found here, GC Partners’ complaints information can be found here and Assure Hedge’s complaints information can be found in the complaints button on their website footer here.
Financial Ombudsman Service
The UK Parliament established the Financial Ombudsman Service as the official independent expert in settling complaints between consumers/small businesses and businesses providing financial services.
If you have lodged a complaint and are not entirely satisfied with the solution by Meridian, you can obtain a copy of the Financial Ombudsman Service explanatory leaflet from us or contact the Financial Ombudsman Service directly at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
FOS eligibility criteria:
- An individual, or joint individuals on an account; or
- Small businesses, charities, and trusts, defined as:
- A ‘micro-enterprise’: with an annual turnover or balance sheet that does not exceed £2 million and fewer than ten employees;
- A small or medium-sized enterprise (SME): with an annual turnover of no more than £6.5 million and fewer than 50 employees;
- A charity: with an annual income of less than £6.5 million;
- A trust: that has a net asset value of less than £5 million.
If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:
An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one. If you are an eligible client, a notification of your right to refer the matter to a Data Supervisory Authority.
For the purpose of our processing the Lead Supervisory Authority is:
Lead Supervisory Authority
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom
Website: https://ico.org.uk
Email: casework@ico.org.uk
Phone: +44 (0) 303 123 1113
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