Muloot Money is a trading name of Aspire Payments Limited. Aspire Payments Limited is a company registered in England, under the company registration number 09609407. Its registered address is 24 Nicholas Street, Chester, England, CH1 2AU. Aspire Payments Limited is registered with the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money, with Firm Reference Number: 900883. Muloot is a registered trade mark of Aspire Commerce Group Limited.
Copyright ® Muloot Money 2024
Effective date: April 18, 2024
Ensuring your complete satisfaction is our top priority. If any part of our service does not meet your expectations, we encourage you to inform us. We are committed to addressing and rectifying any issues promptly. Firstly, please allow us the opportunity to resolve the issue through our official complaints procedure. In the unlikely event that you are not happy with the outcome, you may be able to complain to the Financial Ombudsman Service.
If you already have a customer relationship with Muloot, please speak to your usual contact to discuss any queries, as they are likely to be in the best position to assist.
Alternatively, you can contact us in the following ways:
Email: complaints@mulootmoney.com
Telephone: +44 800 145 6708
Post: Muloot Money, PO Box 3968, Chester, CH1 9RR
Opening times:
Monday to Friday 09.00 – 17.30
To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:
We will try to resolve your complaint immediately and with minimum inconvenience to you. However, sometimes we will not be able to solve the problem for you immediately.
Your complaint will be passed to the relevant department and you can expect an initial acknowledgement of your complaint within 1 business day from the date that it is received by Muloot Money.
If we are unable to resolve your complaint within 3 business days or if you are not happy with the initial response, you may ask the case manager to escalate it to the Complaints Manager, who will;
In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 30 days in exceptional circumstances.
If we are unable to provide you with a final response within 15 business days we will provide you:
In our final response we will include:
We aim to resolve complaints internally. However, if you are not satisfied with our final response you may have the right to refer your complaint to the Financial Ombudsman Service.
You can contact the Financial Ombudsman Service at this address:
Financial Ombudsman Service
The 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