Currencycloud Terms

When funds are credited to your account, electronic money (e-money) is issued in exchange by an authorised Electronic Money Institution with whom we partner, namely Currencycloud. In accordance with applicable regulatory requirements, Currencycloud safeguards your funds. This means that the monetary value behind your account balance is held at a reputable financial institution and is protected in the event of insolvency of either Currencycloud or ourselves. Currencycloud ceases safeguarding your funds once the money has been successfully transferred from your account to the intended beneficiary's account.

We are your primary point of contact for complaints, which will be managed in accordance with our complaints process. We work with regulated e-money and payments institution partners to provide certain regulated services to you. These partners include Currencycloud and, where applicable, other regulated service providers, depending on the services offered and the jurisdictions in which they are available.

Currencycloud has certain obligations as a regulated financial services institution, including the oversight and management of 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.

We will acknowledge complaints promptly and aim to do so within 1 business day. Complaints relating to regulated payments and e-money services should be resolved within 15 business days. In some circumstances, where a final response cannot be issued within 15 business days, we have up to a maximum of 35 business days from the date of receipt to issue a final response.

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 how it has been handled, Currencycloud’s complaints information can be found below. https://www.currencycloud.com/legal/complaints-procedure/

If you remain dissatisfied after receiving a final response to your complaint, or if your complaint has not been resolved within the prescribed timeframe, you may be eligible to refer your complaint to the relevant independent dispute resolution body.

For customers in the United Kingdom, complaints may be referred to the Financial Ombudsman Service (FOS):

• Telephone: +44 800 023 4567 or +44 300 123 9123
• Website: www.financial-ombudsman.org.uk