Compliance

We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and Stripe. Currencycloud ultimately provides you with regulated payment and/or e-money services in the UK/EEA/US. Stripe provides you with a flexible payment solution for platforms to accept payments globally. 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 Stripe’s can be found here.

Safeguarding Information
When funds are posted to your account, in line with regulatory requirements, the regulated payments and/or e-money institutions who we work with safeguard your funds. This means that the funds shown in your payment account or e-wallet are held at reputable banks or covered by an insurance policy, and most importantly, are protected for you in the event of our partner payments and/or e-money institutions’, or our, insolvency. Our partners stop safeguarding your funds when the money has been paid out of your account to your beneficiary’s account. If you require a breakdown of the exact amounts of funds you have safeguarded at each of our payments and/or e-money partners at a
particular point in time, please do not hesitate to contact us.