How to make a complaint

Euronet Payment Services Limited, trading as Ria (“Ria, “we”, “our” and “us”) aims to achieve the highest possible standards in the service we provide. If you are not completely satisfied with any aspect of our service, you have the right to make a complaint.

How to make a complaint

• Call Customer Services on 0207 467 2539. The lines are open from 08:00 to 19:00 Monday to Friday and Saturday 09:00 to 17:00.
• If you prefer to send an email, please complete the ‘Message us’ form or use our ‘Chat with us’ feature on the website, which can be found here.

Once we receive a complaint

• We have an internal procedure for investigating complaints, where a member of staff with the appropriate knowledge and authority will work to resolve the matter as quickly as possible.
• If we are unable to resolve your complaint or give you a satisfactory explanation, it will be escalated to our Complaints Handling Team, who will provide you with a complaint form so that we can gather further details about your complaint. The completed form should be sent to the Complaints Handling Team. By email to riafinancial@riamoneytransfer.com, or by post to: Euronet Payment Services Ltd, Part 7th Floor, North Block, 55 Baker Street, London W1U 7EU.
• We will continue to promptly deal with your complaint and keep you informed of the progress of our investigation until your complaint has been resolved.
• If you have any questions regarding your complaint, you should contact our customer services team (see section 1 above) or the Complaints Handling Team member who is dealing with your complaint.

Financial Ombudsman

• If you are not satisfied with the investigation and/ or our response, and your complaint relates to our money transfer service, you may escalate your complaint to the Financial Ombudsman Service (“FOS”) for consideration. If you have received our final response, you have six months from the date of the final response to refer the complaint to FOS.
• FOS is free of charge and further information is available at: www.financial-ombudsman.org.uk. You can email FOS at: complaint.info@financial-ombudsman.org.uk, or contact them on Tel: 0800 023 4567.
• Please bear in mind that, should you decide to reach out to FOS in the first instance, FOS may re-direct the complaint to us for consideration and investigation.