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 CEO, David Wong, 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.
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
22-25 Portman Close
London W1H 6BS
Telephone: +44 20 3687 2934, +44 20 3687 0547