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 first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. We aim to respond between 7-10 working days to your email or via phone call. 

We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, 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.