Complaints Policy
Complaints Policy
Complaints Policy
Complaints Policy
Complaints Policy
Our commitment to you
EQWIRE is strongly committed to treating its customers fairly. We believe we have a consumer duty and that our customers have the right to fair and professional service. Should the customer believe that we have not provided the expected level of service and wish to make a complaint, we encourage contacting our customer service by emailing [email protected]*.
We will acknowledge the complaint within 5 business days. We will investigate the complaint and do our best to send a final response within 15 business days of receipt of the complaint. If we are unable to provide a final response within this timeframe, we will provide an update.
If more than 35 working days from the date of the complaint have passed and you haven’t received a final response, or you are dissatisfied with the final response you have received, you may be eligible to refer your complaint to the Financial Ombudsman Service depending on your location*:
United Kingdom
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
You must refer your complaint to the Financial Ombudsman within 6 months of the date of the final response.
*For the services provided to the EU customers, EQWIRE UK Limited acts as an agent of Modulr FS Europe and Modulr Finance B.V. (referred to individually or collectively as “Modulr”), and the EU customer should contact [email protected] to raise a complaint.
EQWIRE
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EQWIRE is a UK Electronic Money Institution (EMI) authorised, regulated and supervised by the Financial Conduct Authority (EQWIRE UK Limited, the firm reference number is 901100). Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme (FSCS) your funds will be held in one or more segregated accounts and safeguarded in line with the Electronic Money Regulations 2011 – for more information please see How We Protect Your Money page.
For data protection purposes, EQWIRE is registered with the Information Commissioner’s Office as an independent data controller. EQWIRE’s registration reference number is ZA805830.
Copyright 2024 EQWIRE. All rights reserved. EQWIRE name and logo are registered EU trademarks (registration numbers are 018396653 and 018396654). EQWIRE is the trade name of EQWIRE UK Limited, a company registered in England (company registration number is 12533411).
For the provision of services to EU clients, EQWIRE is a partner of Modulr Finance B.V., a company registered in the Netherlands with company number 81852401, which is authorised and regulated by the Dutch Central Bank (DNB) as an Electronic Money Institution (Firm Reference Number: R182870) for the issuance of electronic money and payment services. If you are domiciled in the EU, your account and related payment services are provided by Modulr Finance B.V. Your funds will be held in one or more segregated accounts and the full value safeguarded in line with the Financial Supervision Act of Netherlands (Wet op het Financieel Toezicht, Wft) – for more information please see How We Keep Your Money Safe.
EQWIRE is a UK Electronic Money Institution (EMI) authorised, regulated and supervised by the Financial Conduct Authority (EQWIRE UK Limited, the firm reference number is 901100). Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme (FSCS) your funds will be held in one or more segregated accounts and safeguarded in line with the Electronic Money Regulations 2011 – for more information please see How We Protect Your Money page.
For data protection purposes, EQWIRE is registered with the Information Commissioner’s Office as an independent data controller. EQWIRE’s registration reference number is ZA805830.
Copyright 2024 EQWIRE. All rights reserved. EQWIRE name and logo are registered EU trademarks (registration numbers are 018396653 and 018396654). EQWIRE is the trade name of EQWIRE UK Limited, a company registered in England (company registration number is 12533411).
For the provision of services to EU clients, EQWIRE is a partner of Modulr Finance B.V., a company registered in the Netherlands with company number 81852401, which is authorised and regulated by the Dutch Central Bank (DNB) as an Electronic Money Institution (Firm Reference Number: R182870) for the issuance of electronic money and payment services. If you are domiciled in the EU, your account and related payment services are provided by Modulr Finance B.V. Your funds will be held in one or more segregated accounts and the full value safeguarded in line with the Financial Supervision Act of Netherlands (Wet op het Financieel Toezicht, Wft) – for more information please see How We Keep Your Money Safe.
EQWIRE is a UK Electronic Money Institution (EMI) authorised, regulated and supervised by the Financial Conduct Authority (EQWIRE UK Limited, the firm reference number is 901100). Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme (FSCS) your funds will be held in one or more segregated accounts and safeguarded in line with the Electronic Money Regulations 2011 – for more information please see How We Protect Your Money page.
For data protection purposes, EQWIRE is registered with the Information Commissioner’s Office as an independent data controller. EQWIRE’s registration reference number is ZA805830.
Copyright 2024 EQWIRE. All rights reserved. EQWIRE name and logo are registered EU trademarks (registration numbers are 018396653 and 018396654). EQWIRE is the trade name of EQWIRE UK Limited, a company registered in England (company registration number is 12533411).
For the provision of services to EU clients, EQWIRE is a partner of Modulr Finance B.V., a company registered in the Netherlands with company number 81852401, which is authorised and regulated by the Dutch Central Bank (DNB) as an Electronic Money Institution (Firm Reference Number: R182870) for the issuance of electronic money and payment services. If you are domiciled in the EU, your account and related payment services are provided by Modulr Finance B.V. Your funds will be held in one or more segregated accounts and the full value safeguarded in line with the Financial Supervision Act of Netherlands (Wet op het Financieel Toezicht, Wft) – for more information please see How We Keep Your Money Safe.
EQWIRE is a UK Electronic Money Institution (EMI) authorised, regulated and supervised by the Financial Conduct Authority (EQWIRE UK Limited, the firm reference number is 901100). Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme (FSCS) your funds will be held in one or more segregated accounts and safeguarded in line with the Electronic Money Regulations 2011 – for more information please see How We Protect Your Money page.
For data protection purposes, EQWIRE is registered with the Information Commissioner’s Office as an independent data controller. EQWIRE’s registration reference number is ZA805830.
Copyright 2024 EQWIRE. All rights reserved. EQWIRE name and logo are registered EU trademarks (registration numbers are 018396653 and 018396654). EQWIRE is the trade name of EQWIRE UK Limited, a company registered in England (company registration number is 12533411).
For the provision of services to EU clients, EQWIRE is a partner of Modulr Finance B.V., a company registered in the Netherlands with company number 81852401, which is authorised and regulated by the Dutch Central Bank (DNB) as an Electronic Money Institution (Firm Reference Number: R182870) for the issuance of electronic money and payment services. If you are domiciled in the EU, your account and related payment services are provided by Modulr Finance B.V. Your funds will be held in one or more segregated accounts and the full value safeguarded in line with the Financial Supervision Act of Netherlands (Wet op het Financieel Toezicht, Wft) – for more information please see How We Keep Your Money Safe.
EQWIRE is a UK Electronic Money Institution (EMI) authorised, regulated and supervised by the Financial Conduct Authority (EQWIRE UK Limited, the firm reference number is 901100). Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme (FSCS) your funds will be held in one or more segregated accounts and safeguarded in line with the Electronic Money Regulations 2011 – for more information please see How We Protect Your Money page.
For data protection purposes, EQWIRE is registered with the Information Commissioner’s Office as an independent data controller. EQWIRE’s registration reference number is ZA805830.
Copyright 2024 EQWIRE. All rights reserved. EQWIRE name and logo are registered EU trademarks (registration numbers are 018396653 and 018396654). EQWIRE is the trade name of EQWIRE UK Limited, a company registered in England (company registration number is 12533411).
For the provision of services to EU clients, EQWIRE is a partner of Modulr Finance B.V., a company registered in the Netherlands with company number 81852401, which is authorised and regulated by the Dutch Central Bank (DNB) as an Electronic Money Institution (Firm Reference Number: R182870) for the issuance of electronic money and payment services. If you are domiciled in the EU, your account and related payment services are provided by Modulr Finance B.V. Your funds will be held in one or more segregated accounts and the full value safeguarded in line with the Financial Supervision Act of Netherlands (Wet op het Financieel Toezicht, Wft) – for more information please see How We Keep Your Money Safe.