We are committed to providing excellent service and take all concerns seriously. If you wish to raise a complaint, please follow the steps below.

  1. Contact our support team
    Start by reaching out to our support team, available seven days a week through the following channels:
    • In-app chat
    • Email: complaints@moneybase.com (or use the app’s email function)
    • Phone: +356 25 688 688
      Monday to Friday: 08:00 to 22:00
      Saturday & Sunday: 08:30 to 20:00
  2. Include key details
    • When submitting your complaint, please include:
    • Your full name and contact details
    • A description of the issue, including relevant dates
    • Any documents or screenshots related to the matter
  3. Complaint acknowledgment
    • We will acknowledge your complaint within two business days and provide you with a reference number.
  4. Review and resolution
    • Our team will investigate your complaint and aim to respond within 15 business days. If more time is needed, we will inform you and share an updated timeline.
  5. Final response
    • Once a resolution is reached, we will share our findings. If you are not satisfied, and your complaint relates to cards, you may also contact:
      operations@moorwand.com
  6. Escalation
    • If the matter remains unresolved, you can escalate your case to the Malta Financial Services Authority (MFSA):
  7. Service improvement
    • Your feedback is valuable and helps us improve our services. All complaints are reviewed to identify opportunities for learning and improvement.