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How do we resolve your complaints?

Providing a good service is important to us. If you are not satisfied with our service, please contact us as soon as possible so we can help put it right.

We will:

  • make it easy for you to tell us about a complaint
  • consider your suggestions about how we could help resolve the issue
  • do our best to make sure you are satisfied with how we handle your complaint

 

How to tell us about your complaint

    Or write to:

    MarTrust Corporation Ltd
    Office 7.09, 7th Floor
    Tintagel House
    92 Albert Embankment
    London, SE1 7TY, United Kingdom

    Call: +44 204 538 7671

    Email: [email protected]

     

    Resolving your complaint

    When we receive your complaint, we will contact you to let you know:

    • who is handling your complaint
    • when we expect to resolve it
    • whether we require more time to investigate the complaint

    If your complaint is particularly complex, it may take longer for us to resolve. Once your complaint has been investigated, we will issue a final response. If we have not resolved the issue within 15 days of receipt, we will write to you to explain why, and indicate when you can expect to receive a final response.

    If you are still not satisfied

    Subject to applicable laws governing eligible complaints, you can ask the Financial Ombudsman Service (FOS) to review your complaint.

     

    What is the Financial Ombudsman Service?

    The FOS is a free, independent and impartial service that helps resolve complaints that financial businesses and their customers have been unable to resolve themselves.

    There are some complaints that the FSO cannot handle. You can contact the FSO directly to find out more information about eligibility criteria using the contact details shown below:

    Financial Ombudsman Service

    Exchange Tower
    London E14 9SR, United Kingdom

    Call: 0800 023 4 567 or, from outside the UK +44 20 7964 0500

    Email: [email protected]
    Visit: www.financial-ombudsman.org.uk

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    MarTrust

    🚨🚨🚨   Upcoming Webinar – How to Improve Crew Welfare and Streamline Maritime Payments | 5 April | 8am BST  Register today >>>

    REQUEST YOUR DEMO

    Domenico Carlucci

    Hi there 👋

    My name is Domenico Carlucci and I’m the CEO of MarTrust.

    The team do lots of demos and initial conversations every year.

    We’d love to give you a personal demo of the company dashboard (“company control centre”) to show you how easy it is to manage the crew salary process with our E-Wallet.

    If you’d like an initial chat with a solutions specialist then please complete the form below.

    If you’re not ready for that yet, please check out our home page for shipping companies.

    Many thanks
    Domenico

    If you are a seafarer / member of crew / customer, please don’t use this form.

    The quickest way for you to get your questions answered, or for customers to get help, is to email: [email protected]

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    E-Wallet support

    Email :
    [email protected]
    Phone:
    +30 2106244770

    Customer support

    Email: [email protected]

    Important links

    MarTrust Prepaid Card Mastercard® Terms

    MarTrust E-Wallet Payment Services Terms

    Web Site Terms of Use
    Privacy Policy
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    Marcura HSE Policy

    About Us

    We are a global maritime financial services company delivering unparalleled value and service to our clients. We focus on crew and supplier payment management and offer a range of currency solutions.

    Registered address
    Office 7.09
    Tintagel House
    92 Albert Embankment
    London, SE1 7TY

    Telephone
    +44 204 538 7671

    PFS Card Services (Ireland) Limited a company registered in Ireland with its registered office address at Front Office, Scurlockstown Business Park, Trim, Co. Meath, C15 K2R9, Ireland (with company registration number 590062, authorised and regulated as an e-money issuer by the Central Bank of Ireland registration number C175999).

    MarTrust Corporation Limited is registered in England and Wales (Company No. 07498933). It is an Authorised Payment Institution (API) regulated by the UK Financial Conduct Authority (FRN 794752) under the Payment Services Regulations 2017. Its registered company address is Office 7.09, 7th Floor, Tintagel House, 92 Albert Embankment, London, SE1 7TY, United Kingdom.

    Part of The Marcura Group  |  Copyright © 2023 MarTrust Corp. Ltd.

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