Contact us first
Email info@minaspay.co.uk with the subject “Formal Complaint”, call +44 20 8965 0116, or write to:
Complaints TeamMinas Center Limited
59 Station Road, Unit 4
London, England, NW10 4UX
Please provide your full name, contact details, transaction or customer reference, a description of what happened, relevant dates, supporting evidence and the resolution you would like.
What happens next
We will acknowledge and investigate your complaint fairly. For complaints covered by the payment-services complaint rules, we normally issue a final response within 15 business days.
If exceptional circumstances prevent a final response within 15 business days, we will explain the reason for the delay and provide a final response no later than 35 business days after receiving the complaint.
Financial Ombudsman Service
If you are eligible and remain dissatisfied with our final response, or we do not respond within the applicable period, you may be able to refer your complaint to the Financial Ombudsman Service free of charge.
- Website
- financial-ombudsman.org.uk
- Telephone
- 0800 023 4567
- Post
- Exchange Tower, London, E14 9SR
Eligibility and referral time limits apply. Our final response will explain the relevant next steps.
Accessibility and support
Tell us if you need information in another format, language support or a reasonable adjustment. We will take reasonable steps to make the complaints process accessible.