Complaints procedure

We aim to provide a high standard of service to every client. If something has gone wrong, we want to know.

How to make a complaint

Please contact us with the following information so we can investigate and respond as quickly as possible:

• The date of the issue
• A description of what went wrong
• The impact on your business
• Your full contact details
• Any additional information that may be relevant

What happens next

1. Acknowledgement — within one business day by email.
2. Investigation — we aim to resolve most complaints within three business days of receipt.
3. Extended timeline — for complex cases, we keep you informed and aim to issue a final response within 15 business days.
4. Maximum response time — in exceptional cases, up to a maximum of 35 business days from receipt.

Provider-level complaints

Where your complaint relates to the underlying regulated services — execution of payments, e-money services, safeguarding of funds, exchange rates, or cryptoasset services — the matter may fall under the complaints procedure of our regulated partner:

• Fiat payments and FX — The Currency Cloud Limited / CurrencyCloud B.V. Their complaints procedure is at currencycloud.com/legal/complaints-procedure.
• Cryptoasset services — Universe Money.

We will assist with routing your complaint to the appropriate provider where required.

Escalation — Financial Ombudsman Service

If your complaint relates to payment or e-money services and you remain dissatisfied with our final response, or if we have not issued a final response within the timeframes above, you may refer your complaint to the Financial Ombudsman Service (FOS):

EU clients may alternatively refer complaints to the Netherlands Financial Services Complaints Institute (Kifid) where the underlying provider is CurrencyCloud B.V.