If you feel that we have not met your expectations in the delivery of our services, or if you think we have made a mistake, please let us know. You can contact us by email, or over the phone, Monday- Friday 9am to 5pm (excluding Bank Holidays), using the contact details set out below.
We are committed to responding to all complaints within 1 business day of receipt, and we will work to resolve your complaint within 15 business days of receipt. In exceptional circumstances, where it will not be possible to resolve your complaint within 15 business days, we will advise you of the reason for this, and ultimately provide you with a final response to your complaint within 35 business days of receipt,
What if I am still not happy once you have responded to my complaint?
If you are not happy with how we have resolved your complaint, you may be entitled to escalate the matter to the Financial Ombudsman Service. The Financial Ombudsman Service’s eligibility criteria and complaints form is available, here.
We work with Currencycloud, who ultimately provides you with regulated payments and e-money services for EU and US based clients. 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, Currencycloud’s complaints information can be found here.
