We care what you think
It goes without saying that we want to provide an outstanding service when it comes to moving money across borders for our clients. While we take great pride in doing the best job for you, we understand that sometimes not everyone is happy.
But that’s ok too. We value your feedback, even complaints, because it gives us an opportunity to do what we do, better.
What is a complaint?
You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by our payment provider, which has resulted in (or may result in) financial loss, material distress or material inconvenience.
We take every complaint very seriously and will resolve most complaints within three business days.
When making a complaint, please outline the following information:
The date of the complaint
The nature of your complaint
The impact on you or your business
Your contact details
Any additional information
How do I complain?
Please send your complaint in writing using one of the following:
Send your complaint to:
1200 Century Way, Thorpe Park
Leeds, LS15 8ZA
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 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.
What happens when a complaint is made?
A member of our Customer Support Team will confirm receipt of your complaint via email within 24 hours of receiving it, and will aim to resolve the complaint within three business days.
On occasion, a complaint may need to be escalated and so the Customer Support Team may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.
In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.
If a complaint needs to escalated or falls under exceptional circumstances, you will be notified by the Customer Support Team.
What happens if I am unhappy with the resolution?
If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body.
If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.