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. To file a complaint or for any other inquiries, go here and submit a support ticket. We will respond to you within two business days and will resolve the issue within 15 business days (35 working days in exceptional circumstances).
We work with e-money and payment institution partners to provide you with our services, namely Currencycloud and Adyen. Currencycloud ultimately provides you with geographically or functionally limited elements of regulated Payments and E-money services in the UK/EU/US. Adyen 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 Adyen’s can be found here.
If, for whatever reason, you are unhappy with our response and you are a resident of the UK, you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form, or by telephone. Further details and how to contact FOS can be found here.