Complaints

We are sorry that you have encountered issues with our service.

Please let us know about your experience, so we can record your complaint and work with you to understand what’s happened and how we can put things right.

You can complete our online complaint form and we will contact you by email or phone to resolve your complaint.

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 aim to respond between 7-10 working days to your email or via phone call. 

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.

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    Contacting the Financial Ombudsman Service (FOS)
    If you are not satisfied with the resolution we have provided, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for settling disputes between consumers and financial services firms.

    You can contact the Financial Ombudsman Service using the following details:

    Website: www.financial-ombudsman.org.uk
    Phone: 0800 023 4567 (free from UK landlines and mobiles)
    Email: complaint.info@financial-ombudsman.org.uk
    Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

    You must refer your complaint to the FOS within six months of receiving our final response.

    Complaints Handling – At a Glance
    We aim to deliver excellent service, but if something goes wrong, please let us know so we can put it right.

    How to Complain
    You can contact us via:
    Email: info@globalconnect.co.uk
    Phone: +44 (0) 20 3667 3000
    Post: 35/37 Ludgate Hill, London, United Kingdom, EC4M 7JN

    What to Include
    Please provide:
    – Your name and contact details
    – A description of the issue
    – Any relevant reference numbers
    – What outcome you are seeking

    What Happens Next
    We’ll acknowledge your complaint within 1 business day.
    We aim to respond fully within 8 weeks.
    If we can’t respond in that time, we’ll explain why and keep you updated.

    Still Not Satisfied?
    You can refer your complaint to the Financial Ombudsman Service within 6 months of our final response.

    Contact the FOS:
    Website: www.financial-ombudsman.org.uk
    Phone: 0800 023 4567
    Email: complaint.info@financial-ombudsman.org.uk
    Post: Exchange Tower, London, E14 9SR