Midpoint is committed to delivering a professional service which responds to every client, supplier or partner in a prompt, transparent, and fair manner.

However, if we have failed to meet your expectations, we have a simple and clear procedure to communicate any complaints that you may have about the standard of service you have received from Midpoint.

Complaints Handling Procedure

All customer facing staff are fully trained in the identification and handling of customer complaints.

You may lodge a complaint with us via Email, Telephone, LiveChat or letter to our registered address. All details can be found below. Upon receipt of your complaint, it will be logged on our system and referred to the relevant member of management who will communicate with you promptly to discuss your complaint. We will make every effort to resolve your issue in a timely and satisfactory manner.

The Financial Ombudsman

If eight weeks have passed since you first raised your complaint and you have not received our final response, or you are not satisfied with our decision, you may have the right to refer your complaint to the Financial Ombudsman Service (Ombudsman).

However, please note the following:

• Only private individuals and small business (micro enterprises) have the right to take their case to the Ombudsman.
• The Ombudsman will only consider complaints about regulated products and services (Midpoint’s regulated activities are payment services provided by Midpoint & Transfer Ltd).