Complaints.

Making a complaint

We are your first point of contact for any queries, concerns, or complaints. We will handle all complaints in line with our complaints process. If you need to get in touch, please use the contact details below.

We will acknowledge receipt of your complaint within 24 working hours.

Our regulated partners

We work with regulated e-money and payment institution partners in providing you with our services, namely Equals Connect Limited, Ebury Partners UK Limited and The Currency Cloud Limited. These partners ultimately provide you with the regulated end services, details of which can be found in the terms and conditions you agreed to when opening an account with us.

As regulated financial services institutions, our partners have certain obligations, including around the handling of complaints. We keep them informed of all complaints we receive from you regarding the regulated payments and e-money services they provide. They oversee how we handle complaints to ensure we meet regulatory standards.

If your complaint regarding payments and e-money services has not been acknowledged or dealt with by us, or you have concerns about how it has been handled, you may contact our partners directly.

Complaint handling times

We will ensure a complaint is acknowledged within 24 hours. If the complaint is resolved within 3 working days, we will confirm the outcome and send a summary of the resolution. If it is not resolved within 3 working days, we will investigate and provide a final response within 15 business days.

In exceptional circumstances, where we are unable to issue a final response within 15 business days, we have up to a maximum of 35 business days from the date of receipt to issue a final response.

Financial Ombudsman Service

If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter.

Partners complaints information

• Equals Connect Limited - equalsmoney.com/complaints
• Ebury Partners UK Limited - ebury.com/legal/complaints-policy
• The Currency Cloud Limited - currencycloud.com/legal/complaints-procedure