Complaints handling process
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
- 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
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
Get in touch!
Payment services for Ruvien are provided by The Currency Cloud Limited. Registered in England No.06323311.
Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ.
The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199)
For clients based in the European Economic Area, payment services for Ruvien Limited are provided by CurrencyCloud B.V.. Registered in the Netherlands No. 72186178.
Registered Office: Nieuwezijds Voorburgwal 296 - 298, Mindspace Nieuwezijds Office 001 Amsterdam.
CurrencyCloud B.V. is authorised by the DNB under the Wet op het financieel toezicht to carry out the business of an electronic-money institution (Relation Number: R142701).
For clients based in the United States, payment services for Ruvien Limited are provided by The Currency Cloud Inc. which operates in partnership with Community Federal Savings Bank (CFSB) to facilitate payments in all 50 states in the US. CFSB is registered with the Federal Deposit Insurance Corporation (FDIC Certificate# 57129).
The Currency Cloud Inc is registered with FinCEN and authorised in 39 states to transmit money (MSB Registration Number: 31000206794359). Registered Office: 104 5th Avenue, 20th Floor, New York , NY 10011.