Feedback & Complaints
Feedback
Your views are important to us. So we would love to hear your feedback. Whether you have received fantastic service or if something needs improving please share the details with us by emailing us at:
Complaints
Sometimes things can go wrong. When this happens, please tell us about it. We need to know the details of what happened so that we can try to put things right for you as quickly as we can. And you can let us know through a WhatsApp message, a call or by email:
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All complaints from clients will be acknowledged within 24 hours. We will aim for a resolution within 15 working days. However, in exceptional circumstances, we aim for a resolution within 35 working days.
In the event of dissatisfaction with the resolution to a complaint, or if, as a client, you have concerns about the services we have provided you, you may contact the Financial Ombudsman Service at:
https://www.financial-ombudsman.org.uk/
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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 at: https://www.currencycloud.com/legal/complaints-procedure/