At Moneybase, we aim to provide a high standard of service at all times. If something has not met your expectations, we would like to hear from you so we can investigate the matter and make things right.
Many issues can be resolved quickly by contacting our support team, and we encourage customers to reach out to us first so we can assist as soon as possible.
A complaint is any expression of dissatisfaction regarding a product, service, or interaction with Moneybase.
How to submit a complaint
You can contact our support team through any of the following channels:
In-app chat
Available directly through the Moneybase app.
Phone
+356 25 688 688
Support hours
Monday to Friday: 08:00 – 22:15
Saturday and Sunday: 08:30 – 20:00
Information to include in your complaint
To help us investigate your complaint efficiently, please provide:
- Your full name and contact details
- A clear description of the issue
- Relevant dates or transactions
- Any supporting documents or screenshots
Providing as much detail as possible helps us review the matter and resolve it more quickly.
What happens after you submit a complaint
Once we receive your complaint, we will follow the process below.
Acknowledgement
We will acknowledge receipt of your complaint within two business days and provide a reference number for your case.
Investigation
Our team will carefully review the information provided and investigate the matter internally.
Response
We aim to provide a response within 15 business days. If the investigation requires additional time, we will keep you informed and provide an updated timeframe.
Final outcome
Once the review is complete, we will communicate the outcome of the investigation and explain any actions taken.
If you are not satisfied with the outcome
If you are not satisfied with our final response, or if 15 business days have passed since submitting your complaint, you may refer the matter to the Office of the Arbiter for Financial Services, an independent authority established to resolve disputes between customers and financial service providers.
Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD 1920
Malta
Telephone: +356 2144 1155
Website: https://financialarbiter.org.mt
Card-related complaints
Moneybase debit cards are issued through our card issuing partner Moorwand Ltd.
If your complaint specifically relates to card services and you feel the matter has not been resolved through Moneybase, you may also contact Moorwand directly:
Email: operations@moorwand.com
Our commitment to improving our service
Your feedback is important to us. All complaints are reviewed internally so we can identify trends, improve our processes, and enhance the service we provide to our customers.
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