I am unsatisfied with the resolve to my enquiry by Instarem. What can I do?

As an organisation we strive to provide great service to meet and exceed your expectations. However, if you have any concerns or believe your expectations have not been met, or if you want to raise an issue regarding a particular transaction or encounter with Instarem, please reach out to us here and be sure to include the below information:

• Your Instarem Client ID,
• The details pertaining to your concern
• The Instarem Transaction ID (if any) related to your concern

Once we receive your query, our team will attend to the matter in line with our policies and practices and the local regulatory requirements.

We will:

• Acknowledge the receipt of your query,
• Assess the matter and concerns raised and ask for more information (if required),
• Complete the investigation once we have all the information, and,
• Respond to your query with our explanation and actions taken (if and where applicable).

We will look into your query as quickly as possible and will send you a response in line with the required timeframe as imposed by our policies and local requirements for more information. Please read the appropriate disclosure documents based on your country of residence. For more information, please check: Global Policies For International Money Transfers | Instarem

Our customers’ happiness is our topmost priority. Rest assured that we will do our best to make things right.

If you are unhappy with our response and resolution to the matter you have raised, depending on where you reside and the applicable regulatory requirements, you may forward your complaint to the respective dispute body in the country that you registered in with Instarem.