complaints process

Sometimes life doesn’t go to plan, our commitment to you is that we’ll put things right when we make a mistake.

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. If you’d like to tell us about a complaint, this is how we’ll deal with it. Please let us have as much detail as possible to help us resolve it.

There is a way to do this within our App. If you prefer, you can write to us at: Rivington House, 82 Great Eastern St, London EC2A 3JF, or email and tell us:

  • What is your complaint about?
  • When did this happen?
  • How would you like us to resolve it?
  • Have you already told us about it? If so, when?

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:

We'll respond

We’ll let you know that we’ve received your complaint within 24 hours and explain the next steps.

We’ll investigate.

We try to resolve all complaints quickly and fairly within 3 business days. If we need too look into what you’ve told us in a bit more detail, we’ll start a more detailed investigation. When this happens, we’ll keep you regularly informed – there will be updates within 5 business days and then at least every 4 weeks. If we need to do a more detailed investigation, we should aim to complete it within a maximum of 8 weeks. These timescales apply to the majority of complaints we’ll be dealing with – if different timescales apply, we’ll tell you what they are.

We’ll tell you what we plan to do.

Once we’ve looked into your complaint, we’ll tell you what we think would be a fair way to resolve it. We hope that this will be acceptable but, if not, we’ll explain what you can do next.

Taking it further.

If you don’t agree that the complaint is resolved or if we’re still investigating after 8 weeks, you may refer your complaint to the Financial Ombudsman Service – their details are below.

Financial Ombudsman Service 023 4567

Exchange Tower, London, E14 9SR

Sidekick Money Ltd is a company registered in England and Wales (No. 13882980). Sidekick Money Ltd is authorised and regulated by the Financial Conduct Authority (FRN 984829). Our address is Rivington House, 82 Great Eastern Street, London EC2A 3JF.

Payment and e-money services (Non MIFID related products) 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)

Sidekick Money Ltd also provides investment management and lending services. These are separate and unrelated to the account and payment services you receive from The Currency Cloud Limited.