I haven’t received funds into my account, what should I do?
We cannot see payments which are on their way to your account. If you believe the funds should have already been received please contact the sender or sending bank. They should be able to provide you with the method of transfer and where applicable the faster payment ID. We should then be able to confirm if this payment has been received into us, if not we recommend you contact the sending bank to initiate a trace.
What is the complaints procedure?
We aim to deal with all complaints as quickly as possible and respond within one working day, however, where this is not possible we follow our complaints procedure. We will write to you acknowledging the points in your complaint within 5 working days, and then issue a final response within 15 working days. If we are unable to resolve your complaint within 15 working days we may extend the period to 35 working days, but if this is the case we will let you know via an extension letter.
Should you not be happy with the outcome of your complaint then you may escalate this to the Financial Ombudsman:
Financial Ombudsman Service,
Telephone: 0845 080 1800 or +44 (0)20 7964 1000 (from outside the UK)
Where can I see the fees on my account?
You can view your fees within your online account/app, if you do not have access to these then please contact your Customer Service team who can send you a copy or confirm the fees.
When will I receive my card?
Your card should be received within 10 days of being ordered, however, they are often received much sooner!
116 Park Street,
House “H”, 1st & 2nd Floor
Mondeal Retail Park, Nr Rajpath Club
S.G Highway, Bodakdev
Ahmedabad-380 054, Gujarat, India
Uab “Finansines paslaugos” Contis
Menulio str 11-101