Complaints
Last updated: Jul 1, 2025
How can I make a complaint?
We’re committed to providing high-quality services and we value your feedback. If you’re unhappy with any aspect of our service, we want to hear from you.
Please reach out to us using the live chat feature of our website or email support@mimohq.com so our team can assist.
Our commitment to resolving complaints
We are committed to handling your complaint promptly, politely, and fairly. Our aim is to understand your concerns and resolve them as quickly as possible.
Upon receiving your complaint, Mimo will:
Acknowledge your complaint within 3 business days
Carry out a thorough investigation, reviewing your concerns against our systems, records, and policies
Provide a final response within 15 business days
In exceptional circumstances where we’re unable to issue a final response within 15 business days, we will send you a holding response. This will explain the reason for the delay, outline the steps being taken, and let you know when you can expect a full resolution.
If you’re not satisfied
If you remain dissatisfied after we have provided a final response, you may have the right to refer your complaint to The Financial Ombudsman Service for independent review:
Online: https://help.financial-ombudsman.org.uk/help
Telephone: 0800 032 8000
Please visit https://sme.financial-ombudsman.org.uk/complain/can-help for more information on whether you are eligible.
Complaints relating to payment services
If your complaint relates to payment services provided through one of the Electronic Money Institutions that we partner with, you may also raise your concerns directly with them:
Modulr: https://www.modulrfinance.com/complaints-policy
Your account and related payment services are provided by either Modulr FS Limited or Airwallex (UK) Limited, depending on the specific services you use. The Mimo platform will always clearly indicate which EMI is providing your payment services.