Legal

Complaints

At emoni, we are committed to providing high-quality services to our customers. If you are dissatisfied with any aspect of our products, services, customer support, or the way we have handled your account, transaction, or request, we encourage you to let us know so that we can investigate and seek to resolve the matter fairly and promptly.

We take all complaints seriously and use customer feedback to improve our products, services, and internal processes.

1. How to Submit a Complaint

Complaints should be submitted in writing via email to: complaints@emoni.io

To help us investigate your complaint efficiently, please include:

  • Your full name;
  • Your account number or customer reference (if applicable);
  • A detailed description of the issue;
  • Relevant transaction details (if applicable);
  • Copies of any supporting documents or correspondence;
  • The outcome you are seeking.

Submitting complete information may help us investigate and resolve your complaint more quickly.

2. What Happens After We Receive Your Complaint?

Once we receive your complaint:

  • We will acknowledge receipt of your complaint.
  • We will review the information provided and investigate the circumstances.
  • We may contact you for additional information where necessary.
  • We will provide our final response within the timeframe required under applicable law and regulation.
  • If we are unable to provide a final response within the applicable timeframe, we will inform you of the reason for the delay and, where required, explain any further steps available to you.
  • Complex complaints may require additional investigation, including a review of account records, transaction data, communications or relevant information obtained from third parties.
  • During our investigation we may provide updates regarding the progress of your complaint and request additional information where required.

3. Fraud and Scam Reports

If your complaint relates to suspected fraud, unauthorised account access, suspicious transactions, identity theft, or scams, please contact us as soon as possible at: fraud@emoni.io

Prompt reporting may improve our ability to investigate the matter and take appropriate protective measures.

For additional information on protecting yourself from fraud and scams, please visit our Fraud and Scam Prevention page.

4. Complaints Relating to Transactions

If your complaint relates to a payment transaction or transfer of digital assets, please provide:

  • Date and time of the transaction;
  • Transaction amount;
  • Relevant account, wallet, or transaction references;
  • Details of the issue encountered.

The outcome of our investigation, including whether funds or digital assets can be recovered, will depend on the circumstances of the transaction and applicable legal and regulatory requirements.

5. Our Commitment

We will:

  • Treat your complaint fairly, consistently and professionally;
  • Review all relevant information before reaching a decision;
  • Communicate with you in a clear and transparent manner;
  • Maintain records of complaints in accordance with applicable legal and regulatory requirements.
  • Handle your complaint impartially and without disadvantaging you because you have raised a complaint.

You will not be charged a fee for submitting a complaint.

6. If You Are Not Satisfied With Our Response

The external complaint or dispute-resolution options available to you depend on the Emoni group company providing your services, your location and the nature of your complaint. Our final response will identify any external escalation options available to you and, where applicable, explain how to contact the relevant body.

Nothing on this page affects any statutory rights you may have under applicable law.

7. Regulatory and Legal Reporting

Where required or permitted by law, emoni may share information relating to complaints, fraud, financial crime, or suspicious activity with competent authorities, law enforcement agencies, financial intelligence units, regulators, banking partners, payment system participants, or other relevant organisations.