The website must prominently display a link titled “Complaints”, which should be easily accessible across the site. This may be positioned within the primary navigation bar or menu, or included among other key links in the footer of each webpage (e.g. alongside “Terms”, “About Us”, “Contact Us”).
The linked page must contain a summary of the complaints handling process, which should include the following key information:
How clients can submit a complaint including key complaints information such as your own contact email address and phone number.
Expected timelines for acknowledgement and resolution as per the sponsored model standards The type of information that should be included when submitting a complaint.
Details on how to contact the Financial Ombudsman Service (FOS).
It must also clearly state that clients have the right to escalate their complaint to the FOS if they are dissatisfied with the resolution provided.
The following text must also be displayed:
We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. 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 the way it has been handled, Currencycloud’s complaints information can be found here.