If you ever find yourself dissatisfied with us and would like to make a complaint, please get in touch and we'll look into this for you.
Your options for getting in touch with us
App: If you're a Muniy customer, you can talk to us in the app directly via our instant chat feature (Intercom).
Email: Email us at complaints@muniy.com
Website: You can get in touch with us via our instant chat feature on our website (Intercom).
What data you should include in your complaint
If you're a Muniy customer, you can chat to us in the app via Whatsapp.
- Your full name and address
- The product or service you're not happy with
- A description of your concern
- The date in which the problem first appeared
What happens next?
We'll be in touch within five (5) business days to try to resolve your complaint. Some cases can take a bit longer which is why the Financial Conduct Authority (FCA) allows for up to eight (8) weeks to provide you with our final response.
Of course, if we need more information throughout the process, we will be in touch by email.
What if you are not happy with our final response?
If you're not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you have to do this within 6 months of the date of our final response.
The Ombudsman’s address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Other ways to give feedback
You can share your thoughts in our Community Slack Group or by chatting to us in the app.
Other ways to give feedback
You can share your thoughts in our Community Slack Group or by chatting to us in the app.