How to file a complaint
You can contact us in one of the following ways:
Telephone:
0207 119 1546 (or +44 207 119 1546 if calling from outside the UK)
Email:
Post:
Complaints
Suite 2d, Building 1, Eastern Business Park, St. Mellons, Cardiff CF3 5EA
We are your first port of call for any queries or concerns, including complaints. If you need to raise a complaint to us, please contact us through one of the above channels with the following information:
-
The date of the complaint
-
The nature of your complaint
-
The impact on your business
-
Your contact details
-
Any additional information
A member of staff 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. In certain instances, a complaint may need to be escalated, and we therefore 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're unable to provide a resolution within the 15 business day period, we have up to 35 business days from the date of receipt to provide a final response. If your complaint falls under exceptional circumstances or needs to be escalated, a member of our team will notify you.
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and ScioPay. Currencycloud ultimately provides you with payment and e-money services (Non-MIFID related products), i.e. geographically or functionally limited elements of 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, Currencycloud’s complaints information can be found here, and ScioPay can be found here.
If you're unhappy with the resolution provided, you contact the Financial Ombudsman Service (FOS) and information on how to do so can be found here.
Their contact details are shown below:
Phone:
0800 023 4567 or 0300 123 9 123 (or +44 20 7964 0500 if calling from outside the UK)
E-mail:
complaint.info@financial-ombudsman.org.uk
Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom
Details of the type of complaints that are eligible to be considered by the Financial Ombudsman Service are available on their website www.financial-ombudsman.org.uk.