Complaints

At Money Mover, we are committed to providing you with the best possible service. We understand that sometimes things can go wrong, and when they do, we want to hear from you. Your feedback, including complaints, is invaluable as it helps us to improve our services.

This page outlines our complaints procedure and explains how to raise a complaint with Money Mover and, where applicable, with our payment services provider, Currencycloud.

How to Make a Complaint to Money Mover

If your complaint relates to the service provided directly by Money Mover, such as issues with our website, customer support, or the overall Money Mover platform experience (excluding the underlying payment execution), please contact us directly.

Contact Information for Money Mover Complaints:

When making a complaint, please provide the following information to help us resolve your issue as quickly as possible:

  • Your full name and contact details.

  • A clear and concise description of your complaint.

  • The date(s) of the event(s) leading to your complaint.

  • Any relevant documentation or supporting evidence.

  • What you would like us to do to resolve the complaint.

What Happens Next (Money Mover Complaints)

Upon receiving your complaint, we will:

  1. Acknowledgement: We will acknowledge receipt of your complaint via email within 24 hours.

  2. Investigation: We will thoroughly investigate your complaint, gathering all necessary information.

  3. Resolution: We aim to resolve most complaints promptly. If we are unable to resolve your complaint immediately, we will keep you informed of our progress.

Complaints Related to Payment Services (Currencycloud)

Money Mover is a business introducer to The Currency Cloud Limited (trading as ‘Currencycloud’). This means that Currencycloud is our payment services provider, responsible for the execution of your international payments and electronic money services. Therefore, if your complaint relates to the payment services themselves, such as issues with transaction execution, safeguarding of funds, or exchange rates, your complaint will be handled by Currencycloud.

Currencycloud is an authorised electronic money institution regulated by the Financial Conduct Authority (FCA) in the UK (FRN: 900199) and by the DNB in the Netherlands (Relation Number: R142701). They have their own comprehensive complaints procedure in place to address concerns related to their services.

How to Make a Complaint to Currencycloud

If your complaint is about the payment services provided by Currencycloud, please contact them directly using the following methods:

Contact Information for Currencycloud Complaints:

When contacting Currencycloud, please provide:

  • The date of the complaint.

  • The nature of your complaint.

  • The impact on your business.

  • Your contact details.

  • Any additional information.

What Happens Next? (Currencycloud Complaints)

Currencycloud's Customer Operations Team will handle your complaint. Their procedure is as follows:

  1. Acknowledgement: They will confirm receipt of your complaint via email within 24 hours.

  2. Resolution Timeline: They aim to resolve most complaints within three business days. In some cases, they may extend the timeline to 15 business days, and in exceptional circumstances, up to a maximum of 35 business days from the date of receipt to issue a final response. You will be notified if an extension is required.

What if You Are Unhappy with the Resolution?

If you are not satisfied with the resolution provided by Currencycloud, you may be able to escalate your complaint to an independent body:

  • For UK Residents: You can contact the Financial Ombudsman Service (FOS). More details on how to contact FOS can be found on their website.

  • For EU Residents: You can contact the Netherlands Financial Services Complaints Institute (Kifid). More details on how to contact Kifid can be found on their website.

We encourage you first to follow the complaints procedures outlined above, as this is often the quickest way to resolve your concerns. However, your right to refer your complaint to an external body remains unaffected.