Complaints
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.
When making a complaint, please provide your contact email address and phone number.
EAKO will acknowledge your complaint within 48 hours of receipt and let you know which senior person will be dealing with your complaint.
We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
If more than 8 weeks from the date of your complaint has past and you have not received a final response, or you are dissatisfied with the final response you have received from us, you are entitled to refer your complaint to the Financial Ombudsman Service (FOS). They can be contacted at the following:
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 020 7964 1000
http://www.financial-ombudsman.org.uk/
http://www.financial-ombudsman.org.uk/help/languages.html
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response. An explanatory leaflet of the FOS will be provided with any final response provided by us or is available upon request.
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.