Help & Support
Choose the relevant help section below
Some of the most common questions we receive are highlighted below.
What is the rate of interest?
Please refer to the Product Disclosure Statements:
Can the rate of interest change?
Yes, the rate of interest can be changed by moneycorp bank by giving at least 90 days written notice.
How is the interest paid?
Interest is paid gross, calculated daily and credited monthly to the notice account on the first working day of each month and at the closure of your account. Tax is not deducted from the interest payment.
Is tax paid?
No. Interest is paid gross.
How do I manage my account?
- You can view your notice account online via moneycorp bank online.
- You can only credit money into the notice account from your deposit account with moneycorp bank via moneycorp bank online.
- Funds withdrawn from your moneycorp bank notice account will be credited to your moneycorp bank deposit account.
- Statements will be available online monthly.
What are the limits for the notice account?
The limits on the multi-currency notice account are provided in the Product Disclosure Statements for the issue:
How do I pay funds into my notice account?
You can only credit funds into the notice account from your deposit account with moneycorp bank online. Log on and from the ‘Manage your notice account’ section select ‘Add funds’. If you have insufficient balance on your deposit account, you will need to transfer funds to your deposit account first.
Can I pay funds direct into my notice account?
No, you will need to pay funds to your deposit account first and then move the funds to your notice account via moneycorp bank online.
Can I always add money to my notice account?
You can continue to add money to your notice account as long as the issue is accepting funds. Once the issue is withdrawn from sale you won’t be able to add more funds. If another issue is open you may be able to apply for another notice account. You should refer to the product disclosure statement for the new issue for the terms and rate of interest.
Can I withdraw money?
Yes, you can withdraw money, subject to 90 days notice. Requests must be submitted online via your moneycorp bank online account. Please note 0% interest applies where the relevant currency balance is less than 10,000.
Money will be credited to your deposit account only. You cannot cancel your withdrawal notice instruction once moneycorp bank has actioned your request.
What is the notice period?
90 calendar days.
How do I make a withdrawal notice?
Requests must be submitted online via your moneycorp bank account. From the ‘Manage your notice account’ section, select ‘Withdraw funds’.
Can I withdraw part of my balance?
Yes, subject to the notice account minimum withdrawal amount and minimum balance.
Can I withdraw money without giving notice?
No, notice must be given.
Can I make additional deposits into my notice account?
Yes subject to the limits specified in the Product Disclosure Statements:
I have money in an issue that is withdrawn from sale. Do I have to withdraw all my money?
No, you can leave your money in the issue and continue earning interest. You can no longer pay additional money to the issue.
There is a new issue. Can I pay money into the new issue?
Yes once you have applied for the issue. Personal clients can apply online via the ‘Manage your notice account’ section on moneycorp bank online. Business clients should contact us for an application form.
Can I have more than one Notice Account?
Yes. You can have one notice account per issue.
Can I have funds in more than one Notice Account?
Yes, however only one issue will be accepting funds at anytime.
Is my money safe?
Moneycorp bank is covered by the Gibraltar Deposit Guarantee Scheme (GDGS). The GDGS can pay compensation to depositors if a bank is unable to meet its financial obligations. For further information about the compensation provided by the GDGS (including amounts covered and eligibility to claim), refer to the GDGS website.
What is a multi-currency prepaid card and what are the benefits?
The moneycorp bank explorer multi-currency Mastercard® is a prepaid card, which you can load with 10 currencies and then use to access your travel money at millions of locations and ATMs worldwide.
You can use your explorer card to withdraw local currency whilst you’re abroad, the card can also be used in shops and online.
- British Pounds (GBP)
- Euros (EUR)
- US Dollars (USD)
- Australian Dollars (AUD)
- New Zealand Dollars (NZD)
- Canadian Dollars (CAD)
- South African Rand (ZAR)
- Turkish Lira (TRY)
- Swiss Franc (CHF)
- UAE Dirham (AED)
- Lock in exchange rates on your selected currencies every time you load or reload your card.
- Transfer any left-over travel money to any of your currency wallets.
- Access to our 24/7 Moneycorp Bank team if your card is lost, stolen or damaged.
The user guide can be found here.
How can I get an explorer card?
How do I make a complaint?
Customer satisfaction is of paramount importance to us, so please let us know if you are not happy with any aspect of our service. We assure you that we will do our best to put matters right as quickly as possible. Please allow us the opportunity to resolve the issue through our official complaints procedure.
If you already have a customer relationship with Moneycorp Bank, please speak to your usual contact with any queries (e.g. your dealer) as they are likely to be in the best position to assist. Alternatively, you can contact us via any of the methods listed below.
International Payments: 0035 (0) 22255600
Wholesale Banknotes: 0035 (0) 22255601
Write to us
7b King’s Yard Lane
Gibraltar GX11 1AA
What will happen next?
Your complaint will be passed to the relevant department and you can expect an initial acknowledgement of your complaint within 1 business day from the date this is received by Moneycorp Bank.
Moneycorp Bank takes customer complaints very seriously and we will investigate all relevant facts when reviewing your case. You will receive our final response within 15 working days of the date of your complaint.
What if I am still unhappy?
We aim to resolve complaints internally. However, if you are not satisfied with our final response you can refer to the Gibraltar Financial Services Commission (FSC) information about making a complaint against a regulated financial or professional services firm at http://www.fsc.gi/consumer/aboutfirm.htm
Currently there is not a financial services ombudsman in Gibraltar. You may consider notifying the Office of Fair Trading. Their contact details are as follows:
Office of Fair Trading
Suite 975 Europort
What do I need to know about the new requirement to provide recipient addresses?
Address changes in April 2021:
From April 19th 2021 completed recipient addresses will be compulsory when sending an international payment.
A complete, valid address include the following fields:
- Beneficiary Address (required)
- Beneficiary City (required)
- Beneficiary Country (required)
- Beneficiary State (If applicable)
- Beneficiary Postal Code (If applicable)
In order to add or modify an address on your existing recipients please email your Relationship Manager to make the update for you. If this is not done in advance you will need to provide the address data at the time of entering the payment.
If you have any questions or need further assistance, please get in touch with moneycorp bank.