Complaints handling process
Please ensure that you include the following:
- An overview of the service / product you were unsatisfied with
- The date and time of when the incident took place
- The result of the event / how it fell short of what was expected
Timelines
- We will acknowledge receipt of your complaint within 24 hours of receiving the email (or within the next working day)
- We will address your specific complaint within 3 working days of receiving the email
- We would seek to resolve the subject of your complaint within 5 working days
Financial Ombudsman Service
Should you wish to escalate your complaint further, you can contact and lodge your complaint with the Financial Ombudsman Service in the UK
https://www.financial-ombudsman.org.uk/make-complaint
Currencycloud
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, Currencycloud’s complaints information can be found here: https://www.currencycloud.com/legal/complaints-procedure