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.
All customer facing staff are fully trained in the identification and handling of customer complaints.
You may lodge a complaint with the responsible directors David Wong or Brad Lemkus via Email, Telephone, LiveChat or letter to our registered address. All contact 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 Company deals with eligible complaints defined as being individuals and businesses which:
employ fewer than 10 persons; and have a turnover or annual balance sheet that does not exceed €2 million
The Company will adhere to FCA Handbook that refers to dealing with the informal resolution of complaints (DISP 1.5) that stipulates that it has until close of the third business day to resolve complaints informally. If a complaint is resolved to the complainant's satisfaction by the close of the third business day, The Company will only send a 'summary resolution communication', rather than a final response letter. However, The Company will also fulfil its obligatory report requirement on complaints that have been informally resolved.
On receipt of a complaint, The Company will:
Send the complainant a prompt written acknowledgement (within 5 business days) providing early reassurance that it has received the complaint and is dealing with it; and
Ensure the complainant is kept informed thereafter of the progress of the measures being taken for the complaint resolution.
Complaints about rights and obligations arising under Parts 6 and 7 of the PSRs 2017 (‘a PSD complaint’) will receive a final response by:
the end of 15 business days after the day on which it received the complaint; or
in exceptional circumstances, where the respondent cannot send a final response within this period, for reasons beyond the control of the PSP, by the end of 35 business days after the day on which it received the complaint.
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:
Financial Ombudsman Service
Telephone No.: 0800 023 4567
Our Contact Details are:
Midpoint & Transfer Ltd
26 Finsbury Square
London EC2A 1DS
Telephone: +44 (0)20 7448 3082
Toll Free UK: 0800 211 8620
Intl: +44 20 7448 3082
26 Finsbury Square London EC2A 1DS United Kingdom
Operating hours: Mon – Fri 08:00 – 18:00 UTC