All complaints and disputes in relation to the MoneyGram Money Transfer (online) service should be dealt with in accordance with the Complaints Procedure outlined below. Please note: If your complaint relates to a MoneyGram branch agent, please submit your complaint directly to MoneyGram International here.
1 Should you have reason to complain about our service, please speak to your usual contact at OzForex in the first instance. Our staff will be pleased to help and complaints can often be resolved at this early stage.
2. If your concerns cannot be resolved at the first point of contact, the matter should be referred to our Compliance Manager at firstname.lastname@example.org.
At this stage, we will ask you to set out your complaint in writing providing as much detail as you can so that our Compliance Manager can fully investigate your complaint. They will then contact you with the results of their findings.
3. If your complaint cannot be resolved to your satisfaction by our Complaints Manager, you should refer the matter to the Financial Ombudsman Service ("FOS") for determination in accordance with its rules.
4 If the dispute or difference does not fall within the rules of the FOS, the dispute or difference must be submitted by you to arbitration in accordance with and subject to the Institute of Arbitrators and Mediators of Australia Expedited Commercial Arbitration Rules, and, to the extent permitted under those rules, the Arbitrator will be a person recommended by the New South Wales Chapter of the Institute of Arbitrators and Mediators of Australia.
Internal Complaints Handling
Please contact the Client Support Services Department on 1300 437 802 or
+61 2 8037 5390 for further information as to how complaints are handled by us internally.
Financial Ombudsman Service
The FOS is an independent organisation set up to resolve disputes between consumers and financial firms such as ourselves. Please note that the FOS will only investigate cases once we have been given the opportunity to resolve your complaint internally. You may lodge your complaint with the FOS by sending the necessary documents and information to:
Financial Ombudsman Service Limited
GPO Box 3
Melbourne, Victoria, 3001 Australia
Telephone (03) 9613 7366
Fax (03) 9613 6399
Debt Recovery Action
Please note that nothing in this policy prevents us from taking immediate legal action in a court for recovery of any sums you may owe us.
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