At Mollie, we value our customers' happiness and we want you to have the best experience as you engage with Mollie's products and services. However, we understand that sometimes things may go wrong. We are committed to putting things right and treat every expression of dissatisfaction seriously.
If you use Mollie and have a complaint or concern about our services, you can share your experience by emailing us at complaints@mollie.com.
In your email, please include the following information:
- Your name
- Your address
- A description of your complaint
We’ll notify you that we’ve received your complaint submission within 3 business days. We will thoroughly investigate your complaint and provide you with reasons for our decision within 15 business days. There may be times however due to the complexity of the case, that it may take us slightly longer to respond, in those cases, we will aim to provide you with our final decision within 35 business days.
What if I'm not happy with the outcome of my complaint?
Once you have received our response to your complaint, if for any reason you are not happy with the outcome, you may have the right to refer your complaint to the Financial Ombudsman Service. Below you can find which Ombudsman is applicable to you.
I'm a UK customer:
The Financial Ombudsman Service (FOS) is an independent organisation offering free service that settles complaints between consumers and businesses that provide financial services. You can find more information on their website https://www.financial-ombudsman.org.uk/
I'm a European Economic Area (EEA) customer:
The Financial Services and Pensions Ombudsman is an independent and free service that helps resolve complaints between consumers including small businesses and other organisations and financial service providers and pension providers. You can find more information on their website: https://www.fspo.ie/