How to make a complaint

While we always endeavour to provide you with the highest level of customer service, we understand that there may be a rare occasion where you have reason to make a complaint. 

Should you be unhappy with our services, we would like to hear about it so that we have the opportunity to try to resolve the issue.

Our Contact Details

To begin, kindly reach out to us through:

Email: complaints@quidglobal.com

To help us with the review, please include your full name, account number, the reason for your concern, and any other relevant details.

Next Steps 

Once your complaint is received, we will send you an acknowledgment of the receipt of the complaint within 1 business day.

Although we strive to investigate and resolve complaints as quickly as possible, we may not always be able to do this immediately. If we are unable to resolve your complaint within 15 business days from the day it is received, we will write to you to update you on the progress of your complaint and, where possible, advise you on the expected resolution date. We will also send you a full and final response as soon as we complete our investigation.

If your complaint cannot be resolved with 15 business days from the day it is received, an additional time of 35 days from the date of initial receipt will be given to further investigate and resolve your complaint.

In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.

What if I don’t agree with the outcome?

We are committed to ensuring all complaints are fairly addressed. However, if you are still unhappy with the outcome of our final response, or if 35 days have passed and we have been unable to respond, you have the following options:

• If you prefer, or if you feel you have additional information to support your complaint, let us know as we would welcome the opportunity to help resolve the matter in full.
  • Alternatively, you may choose to refer your complaint to the relevant Financial Dispute organisation and/or our regulated partner as shown below:

Financial Dispute organisation

UK-based customers

If you are a UK-based customers, you can contact the Financial Ombudsman Service (FOS), please refer to FOS Website for more details on how to escalate your complaint.

EU-based Customers

If you are an EU-based customers you can contact the Netherlands Financial Services Complaints Institute (Kifid), please refer to Kifid website for more details on how to escalate your complaint.

New Zealand-based customers

If you are resident in New Zealand you can contact the Financial Dispute Resolution Service (FDRS), please refer to FDRS website for more details on how to escalate your complaint.

Swiss-based customers

If you are resident in Switzerland you can contact the Financial Services Ombudsman (FINSOM), please refer to FINSOM website for more details on how to escalate your complaint.

Regulated Partners

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.