This policy explains how you can make a complaint, our measures for handling your complaint, and the steps you can take if you are not satisfied with our response to your complaint or the time that it takes for us to respond.
When we use the term “IDR”, we mean “internal dispute resolution”.
We acknowledge the importance of having an effective and efficient complaints handling and IDR framework, and we adopt a customer-focused approach. While we acknowledge your right to make a complaint, we expect that you will treat our staff with respect when they are dealing with your complaint.
We adopted the current version of this Complaints Policy on 28th November 2023.
What is a complaint?
A complaint is:
“An expression of dissatisfaction made to or about us; related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.
How to make a complaint:
Key Components to Complaint:
Email: [email protected]
Subject: Official Complaint about MultiBank.io
Body: Please provide your full name, email address and phone number registered with MultiBank.io, along with the attached form, and any other material you’d like to attach to further explain the complaint.
If you need help to make a complaint:
If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint.
How we will deal with your complaint
We will acknowledge receipt of your complaint and try to resolve it as quickly as possible.
Generally, where your complaint is made:
Verbally – We will acknowledge your complaint in the same manner and, in writing, within 24 hours or as soon as practicable.
In writing – By email or via social media, we will acknowledge your complaint, in writing, within one week or as soon as practicable thereafter.
When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you.
Investigation of your complaint
If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. We may also request that you provide us with further information to assist with our investigation.
We will provide you with our written reasons for the outcome of your complaint (“IDR Response”) within the following timeframes where:
Your complaint is not resolved within one week of us receiving your complaint; or
If you request a written response.
Provide a response and resolve no later than 4 weeks after receiving your complaint
Traditional trustee complaints / or complaints with extraordinary circumstance
Provide a response within 4 weeks and resolve no later than 8 weeks after receiving your complaint
Our IDR Response will also inform you of your right to escalate your complaint to Vara.
If we reject your complaint (whether in full or in part), our IDR Response will:
Identify and address the issues you raised in your complaint.
Set out our findings on the material questions of fact raised in your complaint, making reference to the relevant supporting information; and
Provide a sufficient level of detail in order for you to understand the reasons for our decision so that you can decide whether to escalate the complaint.
We are not required to provide you with an IDR Response if:
Your complaint is resolved to your complete satisfaction within 4 weeks, and you have not requested an IDR Response; or
within one week of receiving your complaint, we have given you an explanation and/or apology in circumstances where we cannot take any further action to reasonably address your complaint.
Delay in providing an IDR Response
If we are not able to provide our IDR Response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay within 4 weeks and estimate resolution which will not take more than 8 weeks.