Complaints

Complaints Process

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. We’re committed to providing excellent customer service so, if we don’t meet your expectations in any way, we want to have the opportunity to put things right. If something goes wrong, we’ll solve the problem as quickly and fairly as possible.

Making a Complaint

If you’re not happy with any part of our service or products, you can let us know by contacting us here.

We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.

However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have any concerns about the way it has been handled, Currencycloud’s complaints information can be found here.

Complaints

Please provide as much detail to us in relation to your complaint. When we receive a complaint from you, we will contact you within 1 business day to confirm that your complaint is being considered and will advise you when you should expect a response or request further information, as necessary. When handling complaints, we will deal with you fairly, politely and promptly. We will make it easy for you to discuss the issue with us and will always give your complaint our full attention. After your complaint has been investigated, we will write to you addressing all points raised, within 15 business days of receipt of your complaint. In exceptional situations, if the answer cannot be given within 15 business days, we will write to you, no later than 35 business days.

Financial Ombudsman Service

We will always do our utmost to find a satisfactory solution for you but if you are still not satisfied, you can take your complaint to the independent Financial Ombudsman Service who deal with complaints from consumers in relation to financial services. You can contact the Financial Ombudsman Service here.