http://www.justmakemoneyonline.com/2007/12/29/moneybookers-bank-transfer-withdrawal-problem/
Hi, I have also been having problems with my Moneybookers account being locked. I have just sent them an email to ask why my account is locked. I will wait and see what happens then if I don’t receive a satisfactory response I will ask to proceed through their internal complaints procedure. Once that has been exhausted and I either have their final response within 8 weeks and a satisfactory resolution, or I don’t and I will refer my complaint to the Financial Ombudsman Service.
To those of you who do not live in the UK and are wondering how you are going to obtain any help in getting your money back, I can confirm that the Financial Ombudsman Service will deal with your complaint regardless of whether you reside in the UK or not. They are there to arbitrate between UK companies regulated by the Financial Services Authority and their customers, and this is the case even if you are not a UK resident.
You have to go through the firm’s internal complaints procedure first, in which they have 8 weeks to respond to you or provide you with a final response. After that you have the right to refer your complaint to the Financial Ombudsman Service.
In the FSA register the contact name for their complaints department is Kamelia Gankova, the address is 10-11 Charterhouse Square, London, EC1M 6EH, contact tel number: 44 020 7608 8460 , fax number: 44 020 7608 1603.
When you contact their complaints department, tell them that you want to raise an official complaint about the way in which you have been treated by Moneybookers, and the problems you have experienced in accessing your funds. Under UK law, they have to accept a complaint over the telephone, via email, fax or in writing. You should receive an acknowledgement of your complaint within 5 working days and should expect to be kept updated regularly. If at the end of the 8 weeks you still haven’t received a resolution, or you have received a response that you are still unhappy with, you can refer to FOS.
The more people that go down this route the better it will be for all of us. Please don’t be put off from complaining to FOS just because you are not resident in the UK.
How do I know all this you ask? I work in a complaint handling unit within one of Britain’s largest banks, and I deal with FOS every working day.
