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Complaints

Complaints

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. That is you will receive acknowledgement of your complaint within 1 working day. We will then endeavour to resolve your complaint within 15 working days. If for reasons that will be given at the time this timeline isn’t possible we will give you a final response within 35 working days of your initial complaint. Please email: [email protected] or call 0207 863 6662.

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 concerns about the way it has been handled, Currency cloud's complaints information can be found HERE.

The relevant authority who oversee our industry is the Financial Ombudsman Authority (FOS) who can be contacted if you are unsatisfied with the response provided for your complaint. Their contact details can be found HERE.