Complaints procedure

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 contact or on 0044 (0) 300 124 6409 and we will respond within 24 working hours.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, and Equals Connect. 

Currencycloud ultimately provides you with Specific Regulated Services , i.e. geographically or functionally limited elements of regulated payments and e-money services in the UK/EU/US.

Equals Connect provide you with their regulated payment 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 Complaints Procedure | Currencycloud, and Equals Connect.

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