Your Privacy & Safety Matters

OUR PRIVACY POLICY

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When funds are posted to your account, in line with regulatory requirements, the regulated e-money institutions who we work with safeguard your funds. This means that the funds shown in your payment account or e-wallet are held at reputable banks or covered by an insurance policy, and most importantly, are protected for you in the event of our partner e-money institutions’, or our, insolvency. Our partners stop safeguarding your funds when the money has been paid out of your account to your beneficiary’s account. If you require a breakdown of the exact amounts of funds you have safeguarded at each of our e-money partners at a particular point in time, please do not hesitate to contact us.

Complaints handling policy: 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.  We will ensure a complaint is acknowledged within 24 hours. If the complaint is resolved within 3 working days, customers must agree they are happy with the outcome and we will send them a summary of the resolution. If it's not resolved within 3 working days, we will have investigated and written to the customer with a final response within 15 days. If.a customer is still wants to escalate the complaint further, information will be provided on how to contact the Financial Ombudsman Service. For information, for your own internal policy, we remind you that complaints can have up to 35 days to be resolved in exceptional circumstances, but if you believe that is the case you must escalate to 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. 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 https://www.currencycloud.com/legal/complaints-procedure/

For clients based in the European Economic Area, Payment services for Live Financial are provided by Currencycloud B.V.. Registered in the Netherlands No. 72186178. Registered Office: Head office: Nieuwezijds Voorburgwal 296-298, 1012 RT Amsterdam. Currencycloud B.V. is authorized by the DNB to carry out the business of an electronic-money institution (Relation Number: R142701). 

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 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)

- Making a complaint - You can make a complaint by contacting your usual broker or you can email us at live@livefinancial.co.uk or call us at +44 (0)20 3510 0998. If they are unable to resolve your complaint it will be escalated to the relevant manager for investigation. We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you regularly informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We will also take measures to improve any systems or processes where necessary.

The Financial Ombudsman  contact details complaint.info@financial-ombudsman.org.uk, telephone - 0800 0234567

www.financial-ombudsman.org.uk. FOS contact details (mail id - complaint.info@financial-ombudsman.org.uk, telephone - 0800 0234567, or their website www.financial-ombudsman.org.uk.