Complaints Procedure
Last updated: 21 March 2024
At Finmo, we are fully committed to providing exceptional service to our clients. We understand that from time to time, issues may arise, and we welcome your feedback to ensure we continue to improve and deliver the best possible support and appreciate your feedback, as it helps us improve and serve you better.
Our Commitment to You
We deeply value your feedback and are dedicated to resolving any issues you may encounter. Your satisfaction is important to us, and we want you to feel heard and supported throughout the process. Our complaints procedure is designed to be simple, effective, and transparent, so that we can address your concerns in the most efficient way.
How to Make a Complaint
If you have any complaints or concerns about our services, we encourage you to contact us directly through the channels below that are most convenient to you.
To help us assist you in the best way possible, please include:
A clear description of your concern
Any supporting documents or evidence
Your contact details
You can reach us via:
Email: compliance@finmo.net
Phone: 1300- 918-846
Australia Office
Address: 162, 202 Victoria Road, Drummoyne NSW 2057
Singapore Office
Address: 38, Maxwell Road, Singapore 069116
Our Complaints Procedure
1. Acknowledgment: As soon as we receive your complaint, we will acknowledge its receipt within 24 hours.
2. Investigation: We will begin investigating your complaint within 24 hours, carefully reviewing all the details and circumstances. Our goal is to resolve the issue as quickly as possible while ensuring a thorough assessment.
3. Regular Updates: We will keep you informed regularly throughout the process. We understand how important it is to stay updated, and we will ensure you are never left wondering about the status of your complaint.
4. Final Response: After reviewing and investigating the matter, we will provide you with a final response. This will include an explanation of our assessment of your complaint including any steps we plan to take to resolve the issue, such as:
a. Offering remedial action
b. Implementing improvements to our systems or services
c. Offering redress, where appropriate
Note: Most complaints may be resolved within a few days, but depending on the complexity, we may need the full 45 business days to provide you with a comprehensive response.
Confidentiality
We are committed to protecting your privacy. All information relating to your complaint will be handled confidentially in line with our Privacy Policy. No personal details will be shared outside of this process, and your complaint will only be shared with those who need to address it.
External Review Options
If you are not satisfied with the resolution provided, we want to ensure you have options for further support. You may escalate your complaint to the relevant regulatory bodies:
In Australia, you can contact the Australian Financial Complaints Authority (AFCA) at:
- Address: GPO Box 3, Melbourne VIC 3001, Australia
- Phone: 1800 931 678
- Website: https://www.afca.org.auIn Singapore, you can contact the Monetary Authority of Singapore (MAS) at:
- Address: 10 Shenton Way, MAS Building, Singapore 079117
- Phone: +65 6225 5577
- Website: https://www.mas.gov.sg
Important Note: Please remember, before you escalate the matter to AFCA or MAS, we kindly ask that you allow us the opportunity to address your concern first. These regulatory bodies generally require that we are given the chance to resolve the matter before they can assist further.
Commitment to Fairness and Non-Retaliation
We are committed to treating all complaints fairly and assure you that making a complaint will not result in any retaliation or negative consequences. We value your input and ensure that all concerns are addressed respectfully and without prejudice.
Thank you for choosing Finmo. We truly appreciate your feedback and are committed to ensuring that any concerns are handled with the utmost care and attention
Contents
Contents
Contents
Complaints Procedure
Last updated: 21 March 2024
At Finmo, we are fully committed to providing exceptional service to our clients. We understand that from time to time, issues may arise, and we welcome your feedback to ensure we continue to improve and deliver the best possible support and appreciate your feedback, as it helps us improve and serve you better.
Our Commitment to You
We deeply value your feedback and are dedicated to resolving any issues you may encounter. Your satisfaction is important to us, and we want you to feel heard and supported throughout the process. Our complaints procedure is designed to be simple, effective, and transparent, so that we can address your concerns in the most efficient way.
How to Make a Complaint
If you have any complaints or concerns about our services, we encourage you to contact us directly through the channels below that are most convenient to you.
To help us assist you in the best way possible, please include:
A clear description of your concern
Any supporting documents or evidence
Your contact details
You can reach us via:
Email: compliance@finmo.net
Phone: 1300- 918-846
Australia Office
Address: 162, 202 Victoria Road, Drummoyne NSW 2057
Singapore Office
Address: 38, Maxwell Road, Singapore 069116
How to Make a Complaint
If you have any complaints or concerns about our services, we encourage you to contact us directly through the channels below that are most convenient to you.
To help us assist you in the best way possible, please include:
A clear description of your concern
Any supporting documents or evidence
Your contact details
You can reach us via:
Email: compliance@finmo.net
Phone: 1300- 918-846
Australia Office
Address: 162, 202 Victoria Road, Drummoyne NSW 2057
Singapore Office
Address: 38, Maxwell Road, Singapore 069116
How to Make a Complaint
If you have any complaints or concerns about our services, we encourage you to contact us directly through the channels below that are most convenient to you.
To help us assist you in the best way possible, please include:
A clear description of your concern
Any supporting documents or evidence
Your contact details
You can reach us via:
Email: compliance@finmo.net
Phone: 1300- 918-846
Australia Office
Address: 162, 202 Victoria Road, Drummoyne NSW 2057
Singapore Office
Address: 38, Maxwell Road, Singapore 069116
Our Complaints Procedure
1. Acknowledgment: As soon as we receive your complaint, we will acknowledge its receipt within 24 hours.
2. Investigation: We will begin investigating your complaint within 24 hours, carefully reviewing all the details and circumstances. Our goal is to resolve the issue as quickly as possible while ensuring a thorough assessment.
3. Regular Updates: We will keep you informed regularly throughout the process. We understand how important it is to stay updated, and we will ensure you are never left wondering about the status of your complaint.
4. Final Response: After reviewing and investigating the matter, we will provide you with a final response. This will include an explanation of our assessment of your complaint including any steps we plan to take to resolve the issue, such as:
a. Offering remedial action
b. Implementing improvements to our systems or services
c. Offering redress, where appropriate
Note: Most complaints may be resolved within a few days, but depending on the complexity, we may need the full 45 business days to provide you with a comprehensive response.
Confidentiality
We are committed to protecting your privacy. All information relating to your complaint will be handled confidentially in line with our Privacy Policy. No personal details will be shared outside of this process, and your complaint will only be shared with those who need to address it.
External Review Options
If you are not satisfied with the resolution provided, we want to ensure you have options for further support. You may escalate your complaint to the relevant regulatory bodies:
In Australia, you can contact the Australian Financial Complaints Authority (AFCA) at:
- Address: GPO Box 3, Melbourne VIC 3001, Australia
- Phone: 1800 931 678
- Website: https://www.afca.org.auIn Singapore, you can contact the Monetary Authority of Singapore (MAS) at:
- Address: 10 Shenton Way, MAS Building, Singapore 079117
- Phone: +65 6225 5577
- Website: https://www.mas.gov.sg
Important Note: Please remember, before you escalate the matter to AFCA or MAS, we kindly ask that you allow us the opportunity to address your concern first. These regulatory bodies generally require that we are given the chance to resolve the matter before they can assist further.
External Review Options
If you are not satisfied with the resolution provided, we want to ensure you have options for further support. You may escalate your complaint to the relevant regulatory bodies:
In Australia, you can contact the Australian Financial Complaints Authority (AFCA) at:
- Address: GPO Box 3, Melbourne VIC 3001, Australia
- Phone: 1800 931 678
- Website: https://www.afca.org.auIn Singapore, you can contact the Monetary Authority of Singapore (MAS) at:
- Address: 10 Shenton Way, MAS Building, Singapore 079117
- Phone: +65 6225 5577
- Website: https://www.mas.gov.sg
Important Note: Please remember, before you escalate the matter to AFCA or MAS, we kindly ask that you allow us the opportunity to address your concern first. These regulatory bodies generally require that we are given the chance to resolve the matter before they can assist further.
Commitment to Fairness and Non-Retaliation
We are committed to treating all complaints fairly and assure you that making a complaint will not result in any retaliation or negative consequences. We value your input and ensure that all concerns are addressed respectfully and without prejudice.
Thank you for choosing Finmo. We truly appreciate your feedback and are committed to ensuring that any concerns are handled with the utmost care and attention
Finmo is the next-generation Treasury Operating System (TOS) for global companies built on real-time payments (RTP) rails. Finmo lets you collect money, make payments, manage
cash and liquidity, mitigate financial risks, and comply with financial regulations – all in one place.
Any information provided on this website is for general information purposes only and does not take into account your objectives, financial situation or needs. Please consider our Financial Services Guide and Product Disclosure Statement and if the information is right for you before acquiring the product or service.
Finmo is the next-generation Treasury Operating System (TOS) for global companies built on real-time payments (RTP) rails. Finmo lets you collect money, make payments, manage
cash and liquidity, mitigate financial risks, and comply with financial regulations – all in one place.
Any information provided on this website is for general information purposes only and does not take into account your objectives, financial situation or needs. Please consider our Financial Services Guide and Product Disclosure Statement and if the information is right for you before acquiring the product or service.
Finmo is the next-generation Treasury Operating System (TOS) for global companies built on real-time payments (RTP) rails. Finmo lets you collect money, make payments, manage
cash and liquidity, mitigate financial risks, and comply with financial regulations – all in one place.
Any information provided on this website is for general information purposes only and does not take into account your objectives, financial situation or needs. Please consider our Financial Services Guide and Product Disclosure Statement and if the information is right for you before acquiring the product or service.
Finmo is the next-generation Treasury Operating System (TOS) for global companies built on real-time payments (RTP) rails. Finmo lets you collect money, make payments, manage
cash and liquidity, mitigate financial risks, and comply with financial regulations – all in one place.
Any information provided on this website is for general information purposes only and does not take into account your objectives, financial situation or needs. Please consider our Financial Services Guide and Product Disclosure Statement and if the information is right for you before acquiring the product or service.
Finmo is the next-generation Treasury Operating System (TOS) for global companies built on real-time payments (RTP) rails. Finmo lets you collect money, make payments, manage
cash and liquidity, mitigate financial risks, and comply with financial regulations – all in one place.
Any information provided on this website is for general information purposes only and does not take into account your objectives, financial situation or needs. Please consider our Financial Services Guide and Product Disclosure Statement and if the information is right for you before acquiring the product or service.
Finmo is the next-generation Treasury Operating System (TOS) for global companies built on real-time payments (RTP) rails. Finmo lets you collect money, make payments, manage
cash and liquidity, mitigate financial risks, and comply with financial regulations – all in one place.
Any information provided on this website is for general information purposes only and does not take into account your objectives, financial situation or needs. Please consider our Financial Services Guide and Product Disclosure Statement and if the information is right for you before acquiring the product or service.
Finmo is the next-generation Treasury Operating System (TOS) for global companies built on real-time payments (RTP) rails. Finmo lets you collect money, make payments, manage
cash and liquidity, mitigate financial risks, and comply with financial regulations – all in one place.
Any information provided on this website is for general information purposes only and does not take into account your objectives, financial situation or needs. Please consider our Financial Services Guide and Product Disclosure Statement and if the information is right for you before acquiring the product or service.