Consumer Complaints

We are sorry that you have encountered issues with our service. Please let us know about your experience, so we can record your complaint and work with you to understand what’s happened and how we can put things right.

You can complete our online complaint form and we will contact you by email or phone to resolve your complaint. We are your primary point of contact for any questions or concerns, including complaints.

All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, and any other service providers. Currencycloud ultimately provides you with regulated payment and/or e-money services in UK/EEA/US. Other service providers provide you with relevant services.

These partners have certain obligations as regulated financial services institutions, 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 here.