Complaints
We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge the complaint within 1 business day.
We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around 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. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.
However, 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 here:
Phone (UK): +44 (0) 203 597 4800
Email: complaints@currencycloud.com
Postal Address (UK):
Currencycloud
1 Sheldon Square
London
W2 6TT
United Kingdom
Currencycloud Complaints Procedure:
How to Make a Complaint to Money Mover
When funds are posted to your Currencycloud account, e-money is issued in exchange for these funds by our payments services provider, an Electronic Money Institution called Currencycloud.
In line with regulatory requirements, Currencycloud safeguards your funds. This means that the money behind the balance you see in your account is held at a reputable bank, and most importantly, is protected for you in the event of Currencycloud’s, or our, insolvency. Currencycloud stops safeguarding your funds when the money has been paid out of your account to your beneficiary’s account.
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:
Email: support@moneymover.com
Phone: +44 1223 928 030
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.
How you would like us to resolve the complaint.
What Happens Next
Upon receiving your complaint, we will:
Acknowledgement: We will acknowledge receipt of your complaint via email within 1 business day.
Investigation: We will thoroughly investigate your complaint, gathering all necessary information.
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.