Complaints
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.
Complaints relating to payment services
Mimo provides the Mimo Platform. Regulated payment and e-money services are provided by our Third-Party Service Providers depending on the specific services you use and these include the Electronic Money Institutions Modulr FS Limited and Airwallex (UK) Limited as well as the Authorised Payment Institutions Plaid Financial Ltd and GoCardless Ltd. If your complaint relates to payment services provided through one of the Third-Party Service Providers that we partner with you may raise your concerns directly with them and complaints may be handled directly by them in accordance with their own complaints procedures:
GoCardless: https://gocardless.com/solutions/dispute-resolution/
Modulr: https://www.modulrfinance.com/complaints-policy
Plaid: https://plaid.com/legal/#end-user-services-agreement-uk
If you’re not satisfied
If your complaint relates to a regulated service provided by one of our Third-Party Service Providers and you remain dissatisfied after you have been provided with 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.
Note that FOS eligibility depends on the nature of the complaint and the service involved.