Malum is committed to handling complaints fairly, promptly, and consistently. This policy sets out how to make a complaint, what we will do, and how to escalate the matter if you remain unhappy with our response. It is published in line with FCA DISP principles and equivalent rules in the jurisdictions where we operate.
Table of Contents
A complaint is any oral or written expression of dissatisfaction from a customer, merchant, or end-user about the provision of, or failure to provide, a Malum service, where the complainant alleges financial loss, material distress, or material inconvenience.
You can submit a complaint in any of the following ways:
| Stage | Target | What happens |
|---|---|---|
| Acknowledgement | Within 3 business days | We confirm receipt and assign a complaint reference and a case handler. |
| Investigation | Within 15 business days | The case handler gathers facts, reviews transaction logs, and contacts relevant teams. If we cannot give a final response in 15 business days, we will tell you why and when we expect to respond. |
| Maximum response | 35 business days for payment services complaints; 8 weeks for other complaints | We will provide a final response within these statutory deadlines. |
Our final response will explain what we found, our decision, any remedy we are offering (refund, fee waiver, apology, process change), and your right to escalate. If we uphold the complaint we will put things right promptly. If we do not uphold the complaint we will explain our reasoning.
If you are a UK consumer or eligible micro-enterprise and you remain dissatisfied with our final response (or eight weeks have passed without one), you may refer your complaint to the Financial Ombudsman Service within six (6) months:
EU consumers may use the European Commission's Online Dispute Resolution platform. Customers in other jurisdictions have access to their local financial-services dispute resolution body where applicable.
We retain complaints records for at least five (5) years and report aggregated complaints data to our regulators where required. Complaints data is reviewed by senior management every quarter to identify root causes and drive product or process improvements.
We recognise that some customers may be in vulnerable circumstances. Where this is the case, we will adapt our approach (alternative communication channels, longer response times where helpful, signposting to support organisations) to ensure fair treatment. If you would like us to know about a circumstance affecting how we should engage with you, please tell your case handler.
[email protected] — for all complaints. For escalations to the Money Laundering Reporting Officer, write to [email protected].
Last modified 05/12/2026