Do you need help with your Moneff account, or is something not working as it should? Our Customer Success Team is happy to help. Contact us through the Moneff app, by email to [email protected] or visit our Help Centre at https://help.moneff.com/
If you wish to make a complaint, please contact our Complaints Officer at [email protected].
Making a complaint is free of charge. Please note that this email address is for complaints only.
If you prefer, you can also send your complaint by post to: Moneff, att.: Complaints Officer, Vesterbrogade 74, 1620 Copenhagen V, Denmark.
How we handle your complaint
We will confirm that we have received your complaint within 3 working days. You will receive our final response no later than 15 working days after we receive your complaint. If, in exceptional circumstances, we cannot respond within this time, we will write to you to explain why and tell you when to expect our answer. This will be no later than 35 working days after we received your complaint.
If you are not satisfied with our response
If you are a consumer and you are not satisfied with our final response, or you have not received it within 35 working days, you can complain to the Mediation Team for Consumer Complaints (Mæglingsteamet for Forbrugerklager) at Nævnenes Hus. If mediation does not resolve the dispute, you can bring your complaint before the Danish Consumer Complaints Board (Forbrugerklagenævnet). Complaints are submitted online via Klageportalen at www.naevneneshus.dk. A fee applies, and there are certain conditions, for example on the value of the service. Current fees and conditions are on the Nævnenes Hus website.
Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark · +45 72 40 56 00
You can also bring the matter before the Danish courts.
Moneff is a trading name of Safenetpay ApS, CVR no. 40860320, an e-money institution authorised by the Danish Financial Supervisory Authority (FT no. 40510).