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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.
Complaints will be handled in a fair and timely manner upon receiving a complaint we will contact the client within one business day, confirming that the complaint is being considered and advising the client when they can expect a response.
Complaints must be resolved by the end of 15 business days following receipt of your complaint. Once the complaint is resolved we will look to send a final response.
In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint we will notify you and explain why we are not in a position to issue a final response to your complaint and provide you an indication when we expect one this must be within 35 business days of you first referring your complaint to us.
We will inform you whether you qualify to be able to refer your complaint to the Financial Ombudsman Service (“FOS”); and provide you with a copy of the FOS explanatory leaflet and contact details for FOS. If you wish FOS to consider your complaint, you will usually need to refer it to them within six months of the date of our final response.
Access the Financial Ombudsman Service ("FOS") (Telephone + 44 800 023 4567 or + 44 300 123 9123) following link: www.financial-ombudsman.org.uk. Clients can see a copy of the FOS explanation leaflet at https://www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet.
Investigating your complaint, we will consider the information you have provided and evidence of the complaint, and the evidence we have on record and relevant guidance from our regulator, the Financial Conduct Authority (“FCA”), and from FOS.
We write to you with our final response, We will set out the outcome of your complaint and the reasons for our decision how we came to that decision
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.