Our Commitment to You
At Mxney Finance ApS, we strive to provide exceptional service to all our customers. However, we understand that sometimes things may not go as expected. When this happens, we want to hear from you and make things right.
This complaints procedure outlines how you can raise concerns, what you can expect from us, and the steps we'll take to resolve your complaint. We view complaints as an opportunity to improve our services and strengthen our relationship with you.
Our Promise: We will handle your complaint professionally, investigate it thoroughly, keep you informed throughout the process, and learn from the experience to prevent similar issues in the future.
What Is a Complaint?
A complaint is any expression of dissatisfaction with our services, products, staff, or the way we've handled a situation. This includes but is not limited to:
Service Issues
- Platform downtime or technical problems
- Funding application delays or rejections
- Payment collection errors
- Integration problems
- Data accuracy concerns
Communication Issues
- Poor customer service experience
- Delayed or inadequate responses
- Unclear information or guidance
- Unprofessional conduct
- Breach of confidentiality
Financial Concerns
- Incorrect fee calculations
- Unauthorized charges
- Repayment disputes
- Refund delays
- Account discrepancies
Compliance Issues
- Privacy or data protection concerns
- Regulatory compliance questions
- Terms of service disputes
- Accessibility problems
- Discrimination concerns
How to Make a Complaint
We've made it easy for you to submit a complaint through multiple channels. Choose the method that works best for you:
Email (Recommended)
For the fastest response and to ensure we have all details in writing:
Email: connect@mxney.io
Response Time: Within 2 business days
Include: Your account details, description of issue, desired resolution
Phone
For urgent matters or if you prefer to discuss your complaint verbally:
Phone: +45 44 10 50 30
Hours: Monday-Friday, 9:00-17:00 CET
Note: Calls may be recorded for quality and training purposes
Post
For formal written complaints or if you prefer traditional mail:
Address:
Complaints Department
Mxney Finance ApS
Erik Husfeldts Vej 7
2630 Taastrup
Denmark
Tip: Email is our preferred method as it creates a clear record of your complaint and allows us to respond more quickly with detailed information.
What to Include in Your Complaint
To help us investigate and resolve your complaint as quickly as possible, please provide the following information:
Essential Information
- Your Details: Full name, company name, and contact information
- Account Information: Your Mxney account number or registered email
- Date and Time: When the issue occurred or was first noticed
- Description: Clear, detailed explanation of what went wrong
- Impact: How the issue has affected you or your business
- Desired Resolution: What you would like us to do to resolve the matter
Supporting Documentation
If applicable, please include:
- Screenshots of error messages or issues
- Transaction IDs or reference numbers
- Relevant email correspondence
- Account statements showing discrepancies
- Any other evidence supporting your complaint
Privacy Note: All information you provide will be handled confidentially and only used for investigating and resolving your complaint.
Our Complaints Handling Process
We follow a structured process to ensure all complaints are handled fairly and consistently:
Acknowledgment (Within 2 Business Days)
We'll send you a confirmation that we've received your complaint, including a unique reference number and the name of the person handling your case.
Investigation (5-10 Business Days)
We'll thoroughly investigate your complaint, which may include reviewing records, speaking with relevant team members, analyzing system logs, and contacting you for additional information if needed.
Resolution Decision
Based on our investigation, we'll determine the appropriate resolution, which may include an apology and explanation, corrective action, compensation or refund, process improvements, or a combination of these.
Final Response (Within 8 Weeks Maximum)
We'll provide you with a detailed written response explaining our findings, the resolution we're offering, any actions we've taken or will take, and your options if you're not satisfied with our response.
Complex Cases
If your complaint is particularly complex and we need more time to investigate, we'll:
- Explain why additional time is needed
- Provide regular updates every 2 weeks
- Give you a revised timeline
- Keep you informed of our progress
Response Times
We aim to resolve complaints as quickly as possible while ensuring thorough investigation:
Standard Timeline
- Acknowledgment: 2 business days
- Initial update: 5 business days
- Resolution: 20 business days
- Maximum: 8 weeks (56 days)
Priority Cases
We prioritize complaints involving:
- Financial hardship
- Service interruptions
- Data breaches
- Vulnerable customers
If You're Not Satisfied
We hope to resolve all complaints to your satisfaction. However, if you're not happy with our response, you have several options:
Internal Escalation
You can request that your complaint be escalated to senior management:
Contact: Head of Customer Relations
Email: escalations@mxney.io
Reference: Include your original complaint reference number
External Resolution
If you remain dissatisfied after our final response, you may refer your complaint to:
Danish Financial Supervisory Authority
Danish Financial Supervisory Authority (Finanstilsynet)
Århusgade 110
2100 Copenhagen Ø, Denmark
Phone: +45 33 55 82 82
Email: finanstilsynet@ftnet.dk
Website: www.finanstilsynet.dk
Danish Consumer Ombudsman
Forbrugerombudsmanden
Carl Jacobsens Vej 35
2500 Valby, Denmark
Phone: +45 41 71 51 51
Email: forbrugerombudsmanden@forbrugerombudsmanden.dk
European Consumer Centre Denmark
For cross-border complaints within the EU:
Carl Jacobsens Vej 35
2500 Valby, Denmark
Phone: +45 41 71 50 00
Email: info@consumereurope.dk
Important: Most external bodies require you to attempt resolution with us first. Ensure you have our final response letter before contacting external organizations.
Learning from Complaints
We view every complaint as an opportunity to improve. Here's how we use your feedback:
Regular Reviews
Monthly analysis of all complaints to identify patterns and systemic issues
Process Improvements
Implementation of changes to prevent similar complaints in the future
Staff Training
Regular training based on complaint insights to improve service quality
Transparency Reports
Annual publication of complaint statistics and improvement actions taken
Contact Our Complaints Team
Our dedicated complaints team is here to help resolve your concerns:
Complaints Department
connect@mxney.io
+45 44 10 50 30
Monday-Friday, 9:00-17:00 CET
Postal Address
Complaints Department
Mxney Finance ApS
Erik Husfeldts Vej 7
2630 Taastrup
Denmark
Our Commitment: Every complaint matters to us. We will treat you with respect, investigate thoroughly, and work hard to restore your confidence in our services.
Company Information
Mxney Finance ApS
43390821
Mads Høgholm Lauritzen
Erik Husfeldts Vej 7, 2630 Taastrup, Denmark
+45 44 10 50 30
connect@mxney.io