Feedback & complaints

Last updated: Feb 6 2024

A complaint is an expression of dissatisfaction arising from the delivery of our services or those offered by our suppliers. It encompasses situations where you have incurred financial loss, experienced material distress, or encountered material inconvenience as a result of these services. We take your concerns seriously and are committed to addressing them promptly and effectively.


Our commitment to resolution

Our primary objective is to resolve most complaints within a remarkably swift timeframe of 5 business days, ensuring minimal disruption to your daily affairs. Your feedback is invaluable to us, and we want to make the resolution process as seamless as possible.


Steps to make a Complaint

To register a complaint, please provide us with the following essential information:

  • Nature of the Issue: Clearly outline the specifics of the problem you've encountered.

  • Impact on Your Business: Describe how this issue has affected your business operations, providing details of any financial losses or other significant consequences.

  • Your Contact Details: Ensure we have accurate and up-to-date contact information to facilitate communication.


How to file a Complaint

You have two convenient options for submitting your complaint:

  • Email: You can send an email to us at support@mimohq.com, detailing your concerns and attaching any relevant documentation.

  • Postal Mail: Alternatively, you may choose to send your complaint by mail to the following address:

    Omim Technology Ltd 483 Green Lanes N13 4BS London



Our response process


Once your complaint is received, we will promptly acknowledge its receipt, typically within 24 hours. Subsequently, our dedicated team will initiate a comprehensive investigation into your concerns. We are committed to maintaining transparent and open lines of communication throughout this process.


Our aim is to resolve your complaint expeditiously, typically within a few days. However, in certain complex or extraordinary circumstances, we may require up to 15 business days to provide you with our final response letter. Rest assured, if such an extension is necessary, we will inform you in advance, keeping you well-informed every step of the way.



Unsatisfied with the Resolution?

In the unlikely event that you remain dissatisfied with how we have handled your complaint, we respect your right to escalate the matter further. You can contact the Financial Ombudsman Service for an impartial review and resolution. Detailed instructions on how to do so are provided here. Alternatively, you can direct your complaint to Currency Cloud here.


We are dedicated to ensuring your satisfaction and resolving any concerns you may have. Your feedback is integral to our commitment to continual improvement.


Thank you for choosing our services, and we appreciate your trust in us.

Address

483 Green Lanes, N13 4BS 
London, United Kingdom

Omim Technology Ltd is a distributor of Modulr FS Limited, a company registered in England and Wales with company number 09897919, which is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution (Firm Reference Number: 900573) for the issuance of electronic money and payment services. Your account and related payment services are provided by Modulr FS Limited. Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme (FSCS) your funds will be held in one or more segregated accounts and safeguarded in line with the Electronic Money Regulations 2011 – for more information please see this link.


Payment services for Omim Technology Ltd. are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199)