Complaints Policy

Complaints Policy


MUKL Complaints Policy


MiFinity UK Limited, herein after referred to as ‘MUKL’ or ‘Mifinity’ is required to have in place a clear and effective procedures for the reasonable and prompt handling of complaints.

Each Client is important to MiFinity, and for this reason it believes that one should have the right to a fair, swift and courteous service at all times. This document sets out the complaints handling procedures that MiFinity will follow if an individual makes a formal complaint.


The scope of this document is there so that the MiFinity employees within the Customer Service department understand the importance and have the knowledge on how to handle any compliant that comes there way.

This document will assist them with a Step by Step guideline.

Definition of a Complaint

For the purpose of regulatory requirements on complaints procedures, a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the financial services provider provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.

Procedure to Make a Complaint

One can lodge a complaint by briefly setting out all the facts regarding the issue and providing useful information such as date, venue and name of the contact person, the nature of the complaint and copies of any documentation supporting the complaint. One may communicate one’s complaint via any of the following means: letter, email, telephone or via webchat by using the following link.

By Mail: MiFinity UK Limited, 28 School Road, Newtownbreda, Belfast, Northern Ireland BT8 6BT.

By Telephone: + 44 28 9587 0100. Online: Through the website – Complaints Policy.

Course of Action Once a Complaint is Received

The complaint will be referred to MiFinity Client Services Manager, who is also the Complaints Manager.

In the event that the Complaints Manager is involved in the subject matter of the complaint, the complaint will be referred to the Compliance team. MiFinity will acknowledge the complaint in writing within 15 days in case MiFinity are unable to provide feedback within the 15 stimulated days, MiFinity will inform the customer that they will give a reply within the next 35 days.

The acknowledgement will provide the individual with the name and title of the person that is handling the complaint and who will have the authority necessary to investigate and settle the complaint.

Investigation of a Complaint

Mifinity will investigate the complaint fairly, consistently and promptly, and determine whether the complaint should be upheld, and (if appropriate) determine remedial action and / or redress. Mifinity will set out our conclusions in a final response to the individual filing the complaint. If Mifinity decides that redress is appropriate, Mifinity will aim to provide the individual with fair compensation for any acts or omissions for which Mifinity is responsible. If the individual accepts the Mifinity offer, Mifinity will promptly provide the compensation to the individual.

MiFinity UK Ltd is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. Mifinity will continue to do all it can to learn from the complaints it receives to improve its level of service to individuals in the future.

Timeframe to Respond to a Complaint

Once an individual lodges a formal complaint, Mifinity shall investigate and resolve same within 15 working days and provide the individual with a written response.

If Mifinity cannot resolve the complaint within 15 working days, Mifinity shall notify the individual of the anticipated timeframe as well as inform him/her that he/she can submit a complaint to the Financial Ombudsman Service (FOS)

. The individual shall be informed that he/she must give Mifinity the necessary time to complete the internal Complaints Procedure before referring to the FOS.

Course of Action if Complaint is not Satisfaction

If one is not satisfied with the outcome of his/her complaint, he/she will have the right to bring his/her complaint to the attention of the Financial Ombudsman Service (FOS). The following link sets out the steps for making a complaint to the FOS

Recording of Complaints

An excel spreadsheet is kept and updated by the Customer Service Manager in order for a record to be provided to the FCA in the Annual Complaints Return.

Monitoring and Review

The Complaints Manager will monitor the effectiveness and review the implementation of this policy, regularly considering its suitability, adequacy and effectiveness. Any improvements identified will be made as soon as possible. Internal control systems and procedures will be subject to regular audits to provide assurance that they are effective.

This policy does not form part of any employee’s contract of employment and it may be amended at any time however it is a requirement that this policy is read by each employee and acknowledged as being understood.

How To Make A Complaint?

You may communicate your complaint via any of the following means: letter, phone or by filling in the form here.

By Mail:

28 School Road, Newtownbreda, Belfast, BT8 6BT, Northern Ireland.

Online: use the form

Complaints Form

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®MiFinity UK Limited, trading as MiFinity, is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 [Register Ref. 900090] for the issuing of electronic money. Registered in Northern Ireland. Registered address: 28 School Road, Newtownbreda, Belfast, BT8 6BT, Northern Ireland. Registration No. NI611169.

®Mifinity Malta Limited, trading as MiFinity, is authorised by the Malta Financial Services Authority (“MFSA”) as a Financial Institution under the Financial Institutions Act 1994 (Chapter 376 of the Laws of Malta). Registered address: Level 3 (SUITE 2507), Tower Business Center, Tower Street, Swatar, Birkirkara, Malta. Registration Number C64824.