Metroremit

MetroRemit is a global remittance brand of Metropolitan Bank and Trust Co. (METROBANK Philippines)

ANTI-MONEY LAUNDERING

Metro Remittance (UK) Limited is a registered Money Service Business with the UK's HM Revenue and Customs, holding MSB Certificate number 12152251. It is authorised by the FCA under Payment Services Regulations 2009 under number 509751 for the provision of payment services. Metro Remittance is registered in England number 4543696.

The company operates anti-money laundering and anti-terrorist financing controls.

We will refuse any transaction we believe to be money laundering.

We will report suspicious transactions.

Before we do business with anyone, we will require evidence of identity.

Copies of the evidence and records of transactions will be retained for a minimum of 5 years.


DATA PROTECTION
Personal data we hold in our files are protected under the UK's Data Protection Act. The company holds registration number Z8383053 from the Information Commissioner.



DISPUTE RESOLUTION
Metro Remittance (UK) Limited is committed to delivering an efficient and professional remittance service to all its clients.

In instances when concerns arise from our service, we resolve to address any complaint by:
- ensuring that filing a complaint is not unduly burdensome to the complainant;
- treating a complaint seriously in whatever manner it is communicated to us;
- dealing with complaints promptly;
- including in our response an apology for mistakes we may have caused; an explanation of our position, and /or information on any actions taken; and
- learning from complaints and using them to improve our service.


FILING A COMPLAINT:
Prepare your wtitten complaint and have it received by our duty manager. The contents of the complaint should include:
- the nature of the problem
- the date and time when the issue occurred
- the persons you were dealing with
- how you want us to resolve the matter

You may also send your report by fax to 020 79376140, or by email to info@metrorem. co. uk. Please advise if a reply from us by email is acceptable; otherwise, please provide us your telephone number or a full postal address.

To discuss your complaint by telephone, please call the duty manager at telephone number 020 73684490.
How we handle complaints:

We aim to reply fully to all complaints within 15 days from date of receipt; if, due to the complexity of the case, it is not possible to resolve it within the committed time, an interim response will be issued advising the client what is being done to deal with the complaint, and when a full reply may be expected and from whom.

If, despite the initial response, the complainant still is not completely satisfied, complaints may be elevated to our Complaints Handling Officer:

Mr. Henry V. Natividad
Assistant Manager
1st Floor, 12 Kensington Church Street
London W8 4EP
Tel no. 020 73684490

Finally, unresolved cases after eight weeks of first being reported to us may be brought to the attention of the Financial Ombudsman Service for further advice and guidance:

Financial Ombudsman Service
South Quay Plaza
183 March Wall
London E14 9SR
Tel no. 0845 080 1800