If you feel we have not met your expectations and would like to make a complaint, please get in touch and we will investigate your concerns. Complaints can be made by any reasonable means, this may be via letter, email or telephone, if you would like to get in touch please contact us on:
Our opening hours are 9am to 5pm (closed weekends and bank holidays)
A summary of our internal complaints procedure is available upon request. If your complaint cannot be settled with us then you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 0234 567.
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and Equals Connect Limited. These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive regarding the regulated payments and e-money services they ultimately provide. We follow their internal complaints procedure and 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, and Equals Connect Limited can be found here.