We retain records of all complaints received and the measures taken for three years from the date the complaint was received. This record may be used to help the Financial Ombudsman if necessary.
In handling complaints, we aim to identify and remedy any recurring or systematic problems, for example, by:
The Financial Ombudsman Service is an independent and government-backed service designed to help retail consumers and small commercial businesses (annual turnover of less than £1million) who find themselves in a dispute with a financial organisation such as us.
It is a free service, and it can be contacted at any point in a dispute providing the complainant has first contacted the financial organisation with whom the dispute relates to. Most cases are resolved within a 6-month period however some inevitably take longer (depending on the nature and complexity of the case).
The Financial Ombudsman can consider complaints about a wide range of financial matters – from insurance and mortgages to savings and investments. They are not a regulator or trade body or a consumer champion – their role is to take an objective standpoint and help settle disputes.
Consumers do not have to accept any decision made by the Financial Ombudsman and at all times the consumer has the right to seek redress in a court should they so wish. However, if the Financial Ombudsman’s decision is accepted by the complainant then it is binding both the firm and the complainant.
To contact the Financial Ombudsman Service, consumers should write or telephone or email their situation to:
More information on the Financial Ombudsman Service can be obtained by visiting www.financial-ombudsman.org.uk or by downloading the booklet entitled “Your complaint and the ombudsman” from this website.
London, EC2V 6AA
Phone: (+44) 020 3823 2088 / 0207
Phone: +372 618 8125
Payment Services are provided by Monavate Ltd is authorised in the UK by the Financial Conduct Authority (register reference 901097) under the Electronic Money Regulations 2011 for the issuing of electronic money and the provision of payment services.
Account services for FIN-DIGIT are provided by Currency Cloud Limited. Registered in England No. #. Registered Office: # Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money. FCA registration number: 9001
Account services for FIN-DIGIT are provided by The Currency Cloud B.V.. Registered in the Netherlands No. 72186178. Registered office: Nieuwezijds Voorburgwal 296-298, 1012RT Amsterdam. The Currency Cloud B.V. is an E-Money Institution authorised by the DNB (R142701) under the regulations for the issuing of electronic money and the provision of payment services in the Netherlands.
The Debit card is issued by Monavate Ltd., pursuant to license by Mastercard International. Mastercard is a registered trademark of Mastercard International Incorporated. Monavate Ltd a company registered in England and Wales whose registered office is at SUITE EF38, The Officers Mess Business Centre Royston Road, Duxford, Cambridge, England, CB22 4QH. Monavate Ltd is authorised in the UK by the Financial Conduct Authority (register reference 901097) under the Electronic Money Regulations 2011 for the issuing of electronic money and the provision of payment services.