We will handle these complaints in line with our complaints process.

We will endeavour to answer the client’s complaint within 15 business days following receipt of the complaint. However, in exceptional circumstances, we may be required to perform additional investigations into your complaint. In these circumstances, we will issue a holding response within 15 business days, and a final response will be issued to the client no later than 35 business days after the complaint has been received.

There are three ways you can make a complaint:

Every complaint is dealt with by Clearview’s Customer Operations Team.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Equals Connect & GC Partners. Currencycloud ultimately provides you with e-money and payments services in [UK/EU]. Equals Connect & GC Partners provide you with e-money and payments services in [UK/EU/US]. These partners have certain obligations as regulated financial services institutions, 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.