Complaints

We are your first port of call for any queries or concerns, including complaints. We will will endeavour to answer the clients complaint within 15 business days following receipt of the complaint. However, in exceptional circumstances we may be required to perform additional investigations into your complaint. In these circumstances we will issue a holding response within 15 business days and a final response will be issued to the client no later than 35 business days after the complaint has been received. Please email our complaints team direct at [email protected] and we will respond to your query.

If you are unhappy with the outcome of the complaint, you are able to contact the Financial Ombudsman directly here. This must be actioned within six months from the date of your final response.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Ebury, Equals Plc and GC Partners. Currencycloud ultimately provides you with geographically or functionally limited elements of regulated payments and e-money services in UK, EU & USA. Ebury, Equals Plc and GC Partners provide you with similar products in the UK and other regions. These partners have certain obligations as regulated financial services institutions, 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, Ebury’s can be found here, Equal’s can be found here and GC Partners is located here.