OrbitRemit is committed to providing you with the highest standards of service at all times – both when accessing and using our service and when you contact our Customer Support team. We do however understand there may be occasions where our service has not met your expectations.
This article contains details of our complaints process and your rights as our customer.
Our complaints process is designed to meet our obligations as detailed by the regulators for the various jurisdictions in which we operate.
What do I need to do to make a complaint?
Although you have the right to make a complaint by speaking with us in person or by telephone, we would recommend you make your complaint by emailing firstname.lastname@example.org, this will ensure we have a clear understanding of the issues you have experienced. When you send your email please ensure you provide the following information;
- Your OrbitRemit customer number
- The date you experienced the issue that caused your complaint
- The transfer number(s) in question, if applicable
- The nature of your dissatisfaction or complaint
- Your preferred options for a resolution
Upon receiving your email it will be passed to the appropriate individual or department at OrbitRemit. Our Customer Support team receives training on recognising and managing a complaint and fully understands our internal escalation procedure.
What steps will OrbitRemit take when a complaint is made?
- Acknowledge your complaint within 2 working days.
- Contact - should we require additional information regarding your complaint
- Fully investigate your complaint and any issues you have raised, we will then provide a response, including an explanation of our decisions.
It is important that we undertake a thorough investigation of your complaint. As a result you may receive a final response from us on the matter up to 20 working days after you make your complaint. Whenever possible we will do our best to send you our findings and decision well within the 20 working day period.
If you remain dissatisfied with our response, you have the right to take your concerns to one of the dispute resolution services operating in the country from which you used our services. We have provided contact details for these services below.
In all instances we would encourage you to engage with our Internal Complaints Process before referring your concerns to a dispute resolution service.
As a Financial Services Complaints Limited (FSCL) participant, we’ll do our best to resolve your complaint. If we’re unable to, you can refer your complaint to FSCL.
You may lodge a complaint with the Australian Financial Complaints Authority:
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC, 3001
OrbitRemit AFCA Member Number: 35782
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA websites to find out if or when the time limit relevant to your circumstances expires.
OrbitRemit is regulated by the Financial Conduct Authority (FCA) and the dispute body is Financial Ombudsman Service (FOS).
Phone: 0800 023 4 567
Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR