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Complaints

We’re here to help if something didn’t meet your expectations. You can raise a complaint by emailing our support team at [email protected] using your registered email address. To help us review your complaint as quickly as possible, please use “Complaint” in the subject line and include:

  • Your name
  • Contact details
  • Account email
  • Transfer reference (if relevant)
  • A short description of the issue and the outcome you want

Our team will carefully review your concern and keep you updated throughout the process. Please note that, depending on the nature of the issue, resolving a complaint may take some time.

Once we receive your complaint, our team will review the details and investigate the issue carefully. We may contact you if additional information is required. We’ll also keep you updated on the progress through your registered email address.

We always aim to resolve complaints as quickly as possible. Resolution times may vary depending on the nature and complexity of the issue. Our team will keep you informed throughout the process and provide updates whenever available.

Yes, our team will keep you informed throughout the complaint review process through your registered email address. For urgent assistance, you can also contact our support team 24/7

If you are not satisfied with our final response, you can escalate your complaint to the relevant independent body in your region:

  • United Kingdom: Financial Ombudsman Service (FOS)
  • Canada: Financial Consumer Agency of Canada (FCAC)
  • Australia: Australian Financial Complaints Authority (AFCA)

For full contact details, please refer to our Complaints Policy on our website.

If your complaint involves fraud or suspicious activity, our compliance team may carry out additional checks. Please be aware that, due to legal and regulatory requirements, in some cases, we may not be able to disclose certain information relating to our investigations.

Yes, if you require additional support when raising a complaint, please let us know, and we will do our best to assist you throughout the process.

We handle all personal data in line with applicable data protection laws. Your information is used only to investigate your complaint and improve our services.

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