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We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. Please get in touch with us immediately using the contact information above.

We work with e-money and payment institution partners to provide you with our service, namely Currencycloud, GC Partners & Equals. These partners ultimately provide you with regulated payments and e-money services in UK/EU/US. 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, you can review Currencycloud’s complaints procedure, Equals Group’s complaints policy, or contact GC Partners’ complaints team directly.

We aim to initially respond to all complaints within 1 business day. Following the receipt of a complaint, we will respond within 15 business days with a final response. In exceptional cases we may have to take up to 35 business days to investigate and provide you with a final response – in those instances we will inform you of the delay by the 15th day via a holding response. Should you not be happy with how a complaint has been handled, or the outcome of your complaint, you can contact the Financial Ombudsman Service, who will provide a final decision on your case.