Complaints

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.

We work with regulated e-money and payment institution partners in providing you with our services, namely Equals Connect Limited and Ebury Partners UK 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 the standards required under the regulations.

If for any reason your complaint regarding 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, you may contact our partners directly using the information below.

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