Complaints Policy
How to raise a concern about Mellon Secure Remit and the information that helps us review it.
Raise a concern
If you are dissatisfied with a website experience, an enquiry or a Mellon service, use our contact form and begin your message with “Complaint”. For an existing product relationship, you may also use the support channel provided in that service.
For suspected fraud, an unauthorised payment or compromised account, use the urgent support instructions available in the relevant product and contact your bank or payment provider where appropriate. This public website form is not a transaction-cancellation instruction or an emergency response channel.
What to include
Give your name, a contact email, a clear description of the issue, relevant dates and the outcome you are seeking. If you already have a case or transaction reference, provide only the reference and brief context rather than complete financial or identity records.
Do not send passwords, verification codes, card security codes or identity documents through the form. Ask for an appropriate secure channel if supporting evidence contains sensitive information.
Review and response
Our review should establish the facts, identify the relevant service or enquiry, and consider the information available from you and the appropriate team. Further information may be needed to understand the issue or verify that we can discuss an account with you.
The response should explain the outcome and any relevant next steps. Applicable product agreements and legal requirements govern response deadlines and escalation rights; this website policy does not invent a universal resolution period or guarantee a particular result.
If the issue remains unresolved
Reply through the same case channel, explain what remains unresolved and ask for a further review. Include the case reference and any relevant new information.
You retain any right under applicable law to contact a relevant regulator, data protection authority, dispute-resolution body or court. The appropriate route depends on the service, location and nature of the concern. Privacy concerns can also be raised as explained in the Privacy Policy.
Complaint information
Information supplied with a complaint is used to review and respond to it and, where applicable, meet record-keeping or legal requirements. The Privacy Policy explains website information handling and contact options for privacy requests.