We take every complaint seriously. This page sets out how to raise one, what to expect, and how to escalate if you are not satisfied with our response.
You can submit a complaint using any of the following channels:
To help us investigate your complaint quickly, please include:
| Step | Timeframe |
|---|---|
| Acknowledgement of receipt | Within 1 business day |
| Final written response | Within 15 business days of receipt |
| Exceptional cases — holding response with reasons for delay | By the 15th business day, with final response no later than 35 business days |
Our final response will do one of the following: (a) accept your complaint and, where appropriate, offer redress or remedial action; (b) offer redress or remedial action without accepting the complaint; or (c) reject the complaint and give reasons for doing so.
Payment and electronic money services offered via Kresus Pay and Kresus Purchase are ultimately provided by regulated partner institutions — including CurrencyCloud B.V. / The Currency Cloud Limited / Visa Global Services Inc. and Okali, depending on the service and the region.
We are your primary point of contact for any question or concern, including complaints. All complaints will be managed in accordance with our complaints process and acknowledged within 1 business day. We work with e-money and payments institution partners in providing you with our service. Our partners ultimately provide you with regulated payments and/or e-money services in the UK, EEA and US. These partners have certain obligations as regulated financial institutions, 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 the way it has been handled, you may contact our partners directly:
If you remain dissatisfied after our final response, or if we have not responded within 35 business days, you have the right to refer your complaint to an external ombudsman or competent authority. The applicable body depends on which regulated partner ultimately provides your service:
All correspondence relating to a complaint is retained for a minimum of 5 years from the date the complaint is received, in line with regulatory requirements. Where a complaint has been referred to an external ombudsman, records may be retained for 6 years.
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