Complaints Procedure
Tetrad has a specific duty to receive and review complaints about the services we provide.
We value feedback and even complaints, as they give us an opportunity to improve and maintain excellent customer relationships.
We have procedures in place that allow users to complain about the services provided if they are dissatisfied.
How Tetrad Handles Complaints?
Once we receive your complaint, we will confirm receipt via email within 24 hours. Tetrad will aim to resolve the complaint within three business days.
In some cases, a complaint may need to be escalated. Our customer service team may extend the resolution timeline to 15 business days after receipt of the complaint.
If we need more than 15 days to resolve your complaint, we will contact you weekly to provide updates on our investigation's progress.
In exceptional circumstances, if we cannot issue a final response within 15 business days, we have up to a maximum of 35 business days from the date of receipt to provide a final response.
Once all details of the complaint have been investigated, we will issue a final response.
What Information Do I Need to Provide When Making a Complaint?
When making a complaint, please provide the following information:
- The date of the complaint
- The nature of your complaint
- The impact on your business
- Your phone number and the best time to contact you
- Any actions you wish us to take to resolve your complaint
- Any additional information
How to Make a Complaint?
Tetrad Complaint Support Channels:
By email: cs.support@tetradlimited.com
By phone: +44 330 390 5033
Via Tetrad website: Chatbot
By post: Cariocca Business Park, 2 Sawley Road, Manchester, England M40 8BB
If You Are Unhappy with the Resolution
If you are not satisfied with our resolution, you can refer your complaint to the Financial Ombudsman Service. Click here to visit their website: www.financial-ombudsman.org.uk
Tel: 0800 023 4567 | 0300 123 9123 | +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
The Financial Ombudsman Service will consider a complaint if you are:
- A consumer
- A micro-enterprise (a business that employs fewer than 10 people and has a turnover or balance sheet total not exceeding €2,000,000)
- A charity with an annual income of less than £6,500,000
- A trustee of a trust with a net asset value of less than £5,000,000
- A small business (a business that is not a micro-enterprise, has an annual turnover of less than £6,500,000, employs fewer than 50 people, or has a balance sheet total of less than £5,000,000)
Tetrad will fully cooperate with the Financial Ombudsman Service to resolve any complaints.
Tetrad Incorporation Limited is a distributor of Modulr FS Limited, a company registered in England and Wales with company number 09897919, which is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution (Firm Reference Number: 900573) for the issuance of electronic money and payment services. Your account and related payment services are provided by Modulr FS Limited. Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme (FSCS) your funds will be held in one or more segregated accounts and safeguarded (please see this link) in line with the Electronic Money Regulations 2011 - for more information please see this link
Tetrad Incorporation Limited is a partner of Modulr Finance B.V., a company registered in Netherlands with company number 81852401, which is authorised and regulated by the Dutch Central Bank (DNB) as an Electronic Money Institution (Firm Reference Number: R182870) for the issuance of electronic money and payment services. Your account and related payment services are provided by Modulr Finance B.V. Your funds will be held in one or more segregated accounts and safeguarded (please see this link) in line with the Financial Supervision Act - for more information please see this link
As a company, we conduct our operation with the highest levels of integrity and compliance. For this reason, we adhere to the government strict Know Your Customer (KYC) policy, Anti-Money Laundering and Counter Terrorist Financing (AML/CTF) while providing secure and fast money transfer service to our customers. At Tetrad, we are guided and driven by the need at all times to be ethical, uphold high service standards and add value to our esteemed customers by widening their scope as it relates to money service business.
*During network downtime incidents with some destination banks, there might be delay in transaction times which we don’t have control over but we will definitely let you know of progress as those incidents are resolved.