Complaints Procedure

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.

Complaints should be emailed to [email protected] and you can also call us on +44 20 3105 9278. We will contact you within one business day of receiving your complaint and commit to resolving your complaint within 15 business days of receipt of your complaint. In exceptional circumstances where we are unable to resolve your complaint within 15 business days, we will provide you with a compelling rationale as to why we were not able to do so but, in any case, will issue you with a final response within 35 business days of receiving your complaint.

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 below:

Ultimately, if you are still not satisfied with our resolution of your complaint, you have the option of referring your complaint to the Financial Ombudsman Authority via their website: