CUSTOMER SERVICE
IS THE DIFFERENCE
Complaints Procedure
At MoneyGram, we are committed to provide you the best services at all times. In the unlikely situation you are dissatisfied, please contact us as soon as possible.
To help us investigate and resolve your complaint, we need
- your name and address
- daytime telephone number
- time you prefer us to contact you
- your 8-digit transaction reference number
- details of your complaint
- how you want your complaint to be resolved
| How to complain | |
| Phone | Speak to member of our staff by calling our free phone 1-800-MONEYGRAM (Mobile service providers may charge for calls to this number) |
| Letter | Write to: Manager, Customer Service MoneyGram International Ltd., 1 Bevington Path, Off Tanner Street, London, ENGLAND SE1 3PW |
| Online | Complete the online form at www.moneygram.com |
| E-mail customerservice2@moneygram.com | |
| How we'll handle your complaint | |
| Quick Resolution | We'll work to resolve your complaint as quickly as possible. |
| Acknowledgment | If we are unable to resolve your complaint instantly, we'll send you an acknowledgement within 5 business days and tell you when we will be able to resolve it. |
| Progress Update | In most cases, your complaint will be resolved within 2 weeks. If we don’t, we’ll e-mail or call to update you on the progress. |
| Final Response | Your complaint will be resolved, and you'll receive a final response within 8 weeks. If we unable to resolve your complaint within this timeframe, you'll receive a letter explaining the reasons and when you can expect a conclusion. |
If you remain dissatisfied
Our aim is to resolve all complaints fairly and promptly. However, if you are dissatisfied with our suggested resolution, or if 8 weeks passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued. You can write to them at:
The Financial Ombudsman Service,
South Quay Plaza, 183 Marsh Wall
London E14 9SR
Phone: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk.
Website: www.financial-ombudsman.org.uk
The Financial Ombudsman Service (FOS) will only consider your complaint once you tried to resolve it with us, so please first raise your concerns with us and we’ll do all we can to help.
Note: Customers from countries other than the UK may have another local ombudsman or different out of court and redress procedures. Please click here to learn more.
