How to express a grievance or make a complaint

1. If our service is not what you expected or we made a mistake, please give us a chance to sort things out by contacting us to let us know what the problem is. We will investigate what happened and we will try to put things right as quickly as possible.

2. You can contact us by email or phone:

3. Our Support team will determine if your grievance can be resolved immediately or if it will require further investigation. If your query cannot be resolved immediately, we remain committed to do so in a prompt manner - usually within 3 Business Days. If you are not satisfied with the response sent to you, then you may raise this further with the Compliance team by following the process indicated in the Official complaint section.

Official complaint

1. You can contact the Compliance team by email:

2. We will acknowledge your complaint within 3 Business Days, and we will send you a response in writing when our investigation is completed.

3. The complaint handling time limits vary depending on the nature of the complaint:

What is the complaint about
Response time limits
Payment services e.g., bank transfers
15 days
E-money e.g., online money transfers
15 days
Investment Services & other complaints
8 weeks
4. If we do not respond within the prescribed time limits, or if you are unhappy with how we have dealt with your complaint, you can refer it to the Financial Ombudsman Service (FOS) by following certain steps outlined in their website. The FOS is an independent organisation that helps to resolve complaints.

5. For details, please refer to our ‘Complaints Handling Procedure’ (available on our website