Complaints Procedure

Help us to put things right when things go wrong
Unity Monetary Services B.V is committed to delivering an efficient and professional service. We aim to provide prompt, courteous, helpful, open and informative advice in response to every approach made by a member of public. We are always keen to hear the views of our customers, particularly the general public, about our performance generally.

We recognise that, like all organisations, from time to time things may go wrong. We are especially keen to hear about such instances since they provide us with an opportunity to put things right and to learn from our mistakes.

How to make a complaint
You can make a complaint in writing by letter, via fax, email or by telephone.

Complaints should normally be directed to the member of staff with whom you have been dealing. This will give him/her the opportunity to explain what actions have been taken and to try to sort things out with you. Should you prefer, you could ask the member of staff for the name of the line manager and send your complaint to him/her or directly to our complaints officer.

What happens next?
We will use our best endeavours to treat complaints thoroughly, fairly and politely, and investigate them sensitively and respond promptly.

Our target for replying to complaints is 15 working days from the date of receipt. If it is not possible to give you a full reply within this time – for instance because detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint, and when you can expect the full reply and from whom.

Our Complaints Officer can be contacted:

By Post:
Unity Monetary Services B.V
Bijlmerdreef 1129A – 1131A
1103 TT Amsterdam

By Telephone:
+31 (0) 206 957 122

By Email:

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Unity Monetary Services B.V. is authorized and registered by the Dutch Central Bank under the Payment Services Directive 2 for payment services and registered at the Dutch Chamber of Commerce under registration number 34239397.