Safeguarding
Third-Party Providers – Safeguarding Disclaimer
Our third-party providers are authorised as Payment Institutions under PSD2 regulations and
are required to safeguard client funds. This means any client money is kept separate from
business funds and held in designated safeguarding accounts with reputable banks in the
UK or EEA.
If your funds are held by one of our FCA-regulated partners, they are protected in line with
regulatory requirements. These protections are outlined in the terms and conditions you
agree to during onboarding.
To view specific safeguarding details related to your account or provider, please contact us
or visit the relevant provider’s information page.
Complaint
Our Commitment to You
We always endeavour to provide our customers with a professional, caring, and courteous
service. If you feel we have not lived up to this promise, we would like to hear from you.
What Happens When You Complain?
We will treat your complaint fairly and impartially.
We will seek to investigate and resolve any complaint as quickly as possible.
If we have made a mistake, we will apologise and offer redress or remedial action
wherever possible.
If your complaint is rejected, we will explain the reasons why and inform you of any
options available to you.
We will learn from complaints and improve our processes to avoid repeating the
same mistakes.
How to Raise a Concern
If you are dissatisfied with any aspect of our service, please raise this with the person you
are dealing with who will do their best to help. Alternatively, you may ask to speak to a
manager who will also try to assist, as we aim to resolve all issues promptly and efficiently.
If the issue cannot be resolved immediately and you remain unsatisfied, you are welcome to
contact us in writing or via email.