At Moneybase, we are committed to providing exceptional service and addressing any concerns our clients may have. If you wish to file a complaint, please follow the procedure outlined below to ensure your issue is resolved promptly and effectively.

1. Contact Our Support Team

Your first step should be to reach out to our customer support team, who are available to assist you seven days a week. You can contact us through the following channels:

  • Phone: Call us at +356 25 688 688 during our support hours:

    • Monday to Friday: 08:00 AM – 10:00 PM
    • Saturday & Sunday: 08:30 AM – 8:00 PM

  • Email: Send a detailed description of your complaint

  • In-App Chat: Use the Moneybase app's chat feature to communicate directly with a support representative.

2. Provide Necessary Details

To facilitate a swift resolution, please include the following information when submitting your complaint:

  • Your full name and contact information.
  • A clear description of the issue, including relevant dates and times.
  • Any supporting documents or evidence related to your complaint.

3. Acknowledgment of Your Complaint

Upon receiving your complaint, we will acknowledge it within two business days. Our team will provide you with a reference number for your case, which you can use for any future correspondence regarding the matter.

4. Investigation and Resolution

Our dedicated team will thoroughly investigate your complaint to understand the issue and identify an appropriate solution. We aim to resolve all complaints within 15 business days. If additional time is required, we will inform you of the delay and provide an updated timeline for resolution.

5. Final Response

Once our investigation is complete, we will communicate our findings and the proposed resolution to you. If you are satisfied with the outcome, we will consider the matter closed. However, if you remain dissatisfied, you may escalate your complaint as outlined below. Please note that if your complaint is strictly related to cards, at this stage you may send a complaint to operations@moorwand.com

6. Escalation Process

If you are not satisfied with our final response, you have the option to escalate your complaint to the Malta Financial Services Authority (MFSA). The MFSA serves as the regulatory body overseeing financial services in Malta and can provide an independent review of your complaint.


Contact Information for Office of the Arbiter for Financial Services


7. Continuous Improvement

We value your feedback and use it to enhance our services continually. All complaints are analyzed to identify trends and areas for improvement, ensuring we maintain the highest standards of customer satisfaction.

By following this complaint procedure, we aim to address your concerns effectively and maintain the trust you have placed in Moneybase.