Complaints handling process

If you have a complaint to submit about your experience of working with Ruvien Limited, we would ask that in the first instance you submit your complaint in writing to operations@ruvien.com.

Please ensure that you include the following:

• An overview of the service / product you were unsatisfied with
• The date and time of when the incident took place
• The result of the event / how it fell short of what was expected

Timelines

• We will acknowledge receipt of your complaint within 24 hours of receiving the email (or within the next working day)
• We will address your specific complaint within 3 working days of receiving the email
• We would seek to resolve the subject of your complaint within 5 working days

Financial Ombudsman Service

Should you wish to escalate your complaint further, you can contact and lodge your complaint with the Financial Ombudsman Service in the UK

https://www.financial-ombudsman.org.uk/make-complaint

Currencycloud

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: https://www.currencycloud.com/legal/complaints-procedure