Contact & Complaints
United Kingdom
Contact & Complaints
1. How to contact us
Use in-app help for the quickest response, email [email protected], or call +44 203994 7333. Postal: Roze Remit, 14 High Street, Barkingside, Ilford, IG6 2DF, United Kingdom.
2. Support hours and urgent security issues
We monitor support seven days a week. For suspected fraud, account takeover, or a scam in progress, contact us immediately via in-app help or phone. If a payment was made, also contact your bank to request a recall and block further payments.
3. Making a complaint
If you are unhappy with our service, tell us via in-app help or email with “Complaint” in the subject line and include your name, contact details, account email, transfer reference (if relevant), and a short description of the issue and the outcome you want.
4. How we handle complaints
We acknowledge your complaint, assign a case owner, and investigate. We will keep you informed of progress and aim to issue a final response within eight weeks. If we need more time due to the complexity of the case or external dependencies, we will explain why and when you can expect our next update.
5. What we may ask for
We may request documents or information needed to investigate, for example screenshots, emails, chat logs, or bank confirmations. Where a complaint involves potential fraud or financial crime, we may run a parallel compliance review and may be legally restricted from sharing some details.
6. If you remain dissatisfied (external escalation)
United Kingdom residents may refer their complaint to the Financial Ombudsman Service within six months of our final response or after eight weeks if we have not resolved it. Email [email protected], phone 0800 023 4567 or 0300 123 9123, address Exchange Tower, London E14 9SR. Residents of other Supported Sending Countries should use the external dispute route set out in the applicable Jurisdiction Annex.
7. Vulnerable customers and accessibility
Tell us if you need extra support. We can adjust communications, provide plain-language explanations, and allow a trusted contact to assist where appropriate. If you need an alternative format, let us know.
8. Records and learning
We log complaints, outcomes, and remedial actions to improve our service and meet regulatory obligations. Where a complaint identifies a control gap, we track and implement fixes.
9. Keeping you safe
We will never ask you to move money to a “safe account,” share one-time passcodes, or install remote-access software. If you receive such a request, stop and contact us using the details above.
Canada
Contact & Complaints
1. How to contact us
Use in-app help for the quickest response, email us at [email protected], or call +1 647 885 0022. Write to us at Roze Remit, 2265 Pembina Hwy Unit 302, Winnipeg, MB R3T 2H1, Canada.
2. Support hours and urgent security issues
We monitor support seven days a week. For suspected fraud, account takeover, or a scam in progress, contact us immediately via in-app help or phone. If a payment was made, also contact your bank to request a recall and block further payments. For suspected scams or unauthorised activity, email us at [email protected]. You can also report fraud to the Canadian Anti-Fraud Centre at 1-888-495-8501.
3. Making a complaint
If you are unhappy with our service, tell us via in-app help or email us at [email protected] with “Complaint” in the subject line and include your name, contact details, account email, transfer reference (if relevant), and a short description of the issue and the outcome you want.
4. How we handle complaints
We acknowledge your complaint, assign a case owner, and investigate. We will keep you informed of progress and aim to issue a final response within 30 calendar days. If we need more time due to the complexity of the case or external dependencies, we will explain why and when you can expect our next update.
5. What we may ask for
We may request documents or information needed to investigate, for example screenshots, emails, chat logs, or bank confirmations. Where a complaint involves potential fraud or financial crime, we may run a parallel compliance review and may be legally restricted from sharing some details.
6. If you remain dissatisfied (external escalation)
If you remain dissatisfied (Canada): You may seek information or assistance from your provincial or territorial consumer protection office. If your concern relates to how we handle your personal information, you may complain to the Office of the Privacy Commissioner of Canada (OPC) after giving us a chance to resolve it. For concerns about our compliance with anti-money laundering and anti-terrorist financing obligations under the PCMLTFA, you may contact the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC); FINTRAC does not resolve individual disputes or provide compensation. For concerns about retail payment activities, you may also contact the Bank of Canada’s Retail Payments Supervision program, where applicable; it does not resolve individual disputes or provide compensation.
7. Vulnerable customers and accessibility
Tell us if you need extra support. We can adjust communications, provide plain-language explanations, and allow a trusted contact to assist where appropriate. If you need an alternative format, let us know.
8. Records and learning
We log complaints, outcomes, and remedial actions to improve our service and meet regulatory obligations. Where a complaint identifies a control gap, we track and implement fixes. We handle personal information in line with our Privacy Policy and PIPEDA.
9. Keeping you safe
We will never ask you to move money to a “safe account,” share one-time passcodes, or install remote-access software. If you receive such a request, stop and contact us using the details above.
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