Customer Security and Fraud Awareness Website Communication
Our Approach to Security
When it comes to your financial information, your security is our top priority and when you access your e-money account, it is important that we know it is you. Here are some of the ways we do that:
Login details – we provide you online login details unique to you, to protect yourself we recommend you do not share them.
Memorable Questions – If you contact our customer services team, we may ask you to confirm who you are by asking you the memorable question responses you provided when creating your online e-money account.
One Time Passcode – We send these unique one time use codes to you, if you have opted in to receiving SMS, for added security when:
- You make payments from your online e-money account;
Providing Information – we will never ask you for your online password details or PIN number. We will always first send you an email if we are trying to contact you.
How to Report Fraud
If you notice something suspicious and believe it could be fraudulent, you should contact us as soon as you become aware of it using the telephone number.
Reporting Fraud: +44 (0) 8005200822
Lost or Stolen Cards: +44 (0) 8005200822
Suspicious Emails: +44 (0) 8005200822
How to Protect Yourself from Fraud
Help to keep yourself safe from fraudsters by following the tips below. Remember, if you are ever unsure, don’t act. A genuine company will never rush you to take action.
Always make sure your mobile telephone number and email address registered with us is up to date, we will use these to contact you if we notice unusual activity on your e-money account.
Some Tips for Using Your E-money Account and Prepaid Card Safely
When accessing your e-money account online:
- Use an antivirus software and firewall.
- Make sure you keep your computer and browser up to date.
- Use secure networks.
- Use strong passwords.
- Don’t share any passwords including one-time passwords sent to you.
When using a mobile application
- Only install apps from recognised app stores.
- Consider the app ratings and reviews.
- Be aware of what permissions you are granting.
- Treat your phone as your wallet.
When shopping online or in a store
- When using an online retailer for the first time, do some research to make sure that they are genuine.
- Do not reply to unsolicited emails from companies you don’t recognise.
- Before entering your prepaid card details, make sure the link is secure. There should be a padlock symbol in the browser frame window which appears when you login or register, if this appears on the page rather than the browser it may indicate a fraudulent website. The web address should begin with https://, the ‘s’ stands for secure.
- Always log out of website after use. Simply closing your browser is not enough to ensure your data is safe.
- Keep your PIN safe and do not share it.
- When entering your PIN, check for people around you and hide your PIN number.
- Always check your statements.
Remember, if you decide to donate, resell or recycle an old mobile phone, computer, laptop or tablet, make sure you fully remove all data and apps first as otherwise these may be accessed by whoever your device is passed to.
How to Complain
We aim to provide you with the highest standards of service, however there may be occasions when our service does not meet your expectations but telling us about it gives us a chance to fix things.
We want to:
- Make it easy for you to raise your complaint
- Listen to your complaint
- Consider how you would like us to remedy your complaint
- Make sure you are satisfied with how your complaint was handled
How to Contact us
Marbar International Ltd
Valletta buildings,Second Floor,Suite7 South Street Valletta Malta VLT1103
By email: firstname.lastname@example.org
By phone: 0- 808-134-9958
What We Need
Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly. Please include:
- Your name and address
- Your account details
- A description of your complaint and how it’s affected you
- When the issue happened
- Your contact details and how you would like us to contact you
What To Expect Next
|Immediately||Our aim is to resolve your complaint as quickly as possible but you will receive a response from us within 1 business day so you know we have received your complaint. This will contain your complaint reference number for your records and will help us find your information quickly should you need to contact us.|
|5 business days||If we have been unable to resolve your complaint within 5 business days, we will write to you and:
|10 business days||In the majority of cases, we will be able to resolve your complaint within 10 business days. If we have not resolved it within 10 business days, we will contact you to update you on the progress and tell you how much longer we anticipate it will take.|
|After 10 business days||We will keep you informed of progress until your complaint has been resolved. In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve but we will write to you to let you know we need longer.|
|Up to 35 business days||Although we have up to 35 business days, we will send you our final response as soon as we complete the investigation into your complaint. We will continue to keep you informed in writing and let you know when you should expect to hear from us. In the unlikely event we have not been able to finalise our investigation by the end of 35 business days, we will send you a letter to let you know and what steps you can take.|
What if you’re not happy with our response?
You Can Refer The Problem To The Issuer of Your Card
If, you don’t agree with our response and you wish to take it further, in the first instance you should contact the card issuer IDT Financial Services Limited, PO Box 1374, 1 Montarik Building, 3 Bedlam Court, Gibraltar, email address: email@example.com , web www.idtfinance.com for further assistance. A copy of IDT Financial Services Limited’s complaints policy can be found on their website.
If, having exhausted the above complaints process with IDT Financial Services Limited, you remain unhappy you may complain to the Gibraltar Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar, email firstname.lastname@example.org, web www.fsc.gi. It is important to be aware that legally it is not the role of the Gibraltar Financial Services Commission to resolve complaints between you and IDT Financial Services Limited.
If you have not contacted IDT Financial Services Limited, the Gibraltar Financial Services Commission will ask you to contact them first to give IDT Financial Services a chance to put things right.