We're committed to providing excellent service — but if something goes wrong, we want to know about it and put it right. Last updated: January 2025
Our commitment: We take every complaint seriously. Complaints are free to make, handled fairly, and investigated by staff not directly involved in the matter complained about.
You can raise a complaint with us through any of the following channels:
| Channel | Details |
|---|---|
| Email (preferred) | complaints@mbo.finance |
| Support form | mbo.finance/contact |
| Post | Complaints Team, mbo.finance Ltd, [REGISTERED ADDRESS], United Kingdom |
To help us resolve your complaint quickly, please include: your full name, your account ID (e.g. MBO-000123), a description of the issue, when it happened, and how you would like it resolved.
We will confirm we've received your complaint, give you a reference number, and tell you who is handling it.
A member of our team not involved in the original issue will investigate. We may contact you for further information. For most complaints we will issue our final response within 15 business days of receipt.
In exceptional circumstances, where a complaint is particularly complex, we may take up to 35 business days. If so, we will write to you explaining why and when you can expect our final response.
Our final response will explain our findings, whether we uphold your complaint, any remedy or redress offered, and your right to escalate if you remain dissatisfied.
If you are unhappy with our final response, or if more than the applicable time has passed without a final response, you may be able to refer your complaint to an independent body depending on your country of residence:
| Country | Escalation body | Contact |
|---|---|---|
| United Kingdom | Financial Ombudsman Service (FOS) | financial-ombudsman.org.uk · 0800 023 4567 |
| Sweden | Allmänna reklamationsnämnden (ARN) | arn.se |
| Norway | Finansklagenemnda | finkn.no |
| Germany | BaFin consumer helpline / Ombudsman schemes | bafin.de |
| Canada | Financial Consumer Agency of Canada (FCAC) | canada.ca/en/financial-consumer-agency |
| Australia | Australian Financial Complaints Authority (AFCA) | afca.org.au · 1800 931 678 |
| New Zealand | Financial Services Complaints Ltd (FSCL) | fscl.org.nz |
EU/EEA residents may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
We monitor all complaints to identify root causes and improve our service. Complaint data is reviewed by senior management monthly and retained in accordance with our regulatory obligations.
Making a complaint will never affect how we treat you or your account. Complaints handling is free of charge.