How do I make a complaint about my claim?

We’ll keep you updated throughout your claim, and if you’re only eligible for some of your money to be reimbursed, or none at all, we’ll give you the reasons for this. 

If you disagree with the outcome of your claim, you can appeal the decision or raise a complaint with us. If you’re still unhappy, you have the option to escalate your complaint to the Financial Ombudsman Service (FOS).

After you’ve made the payment, you can see the exchange rate used again by tapping on the transaction in your timeline. For any rejected outbound payments we will apply the exchange rate available at the time of the return. This means when the payment is returned to you, it might be a different amount.

If you’ve received a payment, you can see these same details by tapping the transaction in your timeline.

Disclaimer: FX markup for our members on the Standard/Free plan will be increased to 1.5% from 28 May 2025 (members on our Paid plans will remain on 0.5%)