Complaints

We’re here to help resolve any issue you‘re facing.

At Freeborn Operations Ltd, we are committed to providing a high standard of service to all our clients. If you are dissatisfied with any aspect of the service you have received, we want to hear from you so we can address your concerns promptly and fairly.

‍

How to Submit a Complaint

You can raise a complaint by contacting us via:

Email: complaints@freeborn.co

Post: 24 Hood Street, Manchester, M4 6WX

Please provide the following details when submitting your complaint:

Your full name and contact details
The nature of your complaint
Any relevant supporting information or documents
How you would like us to resolve the matter

What Happens Next

We aim to acknowledge all complaints within one working day and to resolve them within three working days wherever possible. Where more time is needed to investigate the issue thoroughly, we will provide a written update within seven working days, including an estimated resolution timeframe.

Once our investigation is complete, we will provide you with a final written response outlining:

The findings of our investigation
Any remedial action being taken
Your rights to escalate the matter if you are not satisfied

Working with 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 handling.

We keep CurrencyCloud informed of the complaints we receive from clients regarding the regulated services they provide, and they oversee how we manage those complaints to ensure we meet regulatory standards.

If you are not satisfied with the response you receive from us, or if your complaint is not acknowledged or resolved, you may refer your complaint directly to CurrencyCloud. Their contact details and complaints information are available here.

‍

Financial Ombudsman Service

If your complaint relates to regulated payment or e-money services and you remain dissatisfied after receiving a final response, you may also be entitled to refer the matter to the Financial Ombudsman Service (FOS).

You can contact the FOS using the following details:

Website: www.financial-ombudsman.org.uk

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Freeborn Operations Ltd is Registered in England & Wales, Company No. 15336135 Registered Office: 24 Hood St, Manchester, M4 6WX Trading Address: Unit 4.1, Waulk Mill, 51 Bengal St, Manchester, M4 6LN. Payment and e-money services 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 authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199); Payment services in the United States are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here. VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041. Payment services 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). When funds are posted to your account, e-money is issued in exchange for these funds, by an Electronic Money Institution who we work with, called Currencycloud. In line with regulatory requirements, Currencycloud safeguards your funds. This means that the money behind the balance you see in your account is held at a reputable bank, and most importantly, is protected for you in the event of Currencycloud’s, or our, insolvency. Currencycloud stops safeguarding your funds when the money has been paid out of your account to your beneficiary’s account.

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. [Contact: complaints@freeborn.co]. 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.