Complaints Policy
Our commitment to you
EQWIRE is strongly committed to treating its customers fairly. We believe we have a consumer duty and that our customers have the right to fair and professional service. Should the customer believe that we have not provided the expected level of service and wish to make a complaint, we encourage contacting our customer service by emailing [email protected]*.
We will acknowledge the complaint within 5 business days. We will investigate the complaint and do our best to send a final response within 15 business days of receipt of the complaint. If we are unable to provide a final response within this timeframe, we will provide an update.
If more than 35 working days from the date of the complaint have passed and you haven’t received a final response, or you are dissatisfied with the final response you have received, you may be eligible to refer your complaint to the Financial Ombudsman Service depending on your location*:
United Kingdom
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
You must refer your complaint to the Financial Ombudsman within 6 months of the date of the final response.
*For the services provided to the EU customers, EQWIRE UK Limited acts as an agent of Modulr FS Europe and Modulr Finance B.V. (referred to individually or collectively as “Modulr”), and the EU customer should contact [email protected] to raise a complaint.
EQWIRE