Complaints

How to raise a concern about MShore service

If something has gone wrong, raise the issue with Support and include dates, references, and the outcome you are seeking. Clear facts help us investigate faster and respond with a meaningful resolution path.

Escalations are logged and reviewed by a specialist. You will receive acknowledgement and updates as the review progresses, in line with our service standards.

For service timing expectations, see Service Quality Information. You can also reach us via contact.

• Describe what happened, when, and which account or payment is involved.
• Attach receipts, emails, or portal screenshots that support your points.
• State the remedy you want (for example explanation, fee review, or process fix).
• Keep using official channels—do not share passwords while escalating.
• Ask for a complaint reference so you can follow up consistently.

Related topics: Our Internet Banking service, FATCA and Common Reporting Standard, Data protection and privacy, Security and fraud prevention