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]*.

Modular Complaints Procedure

  1. We will acknowledge the complaint within 5 business days.
  2. 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.
  3. 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*:

This Anti-Money Laundering & Counter Terrorist Financing Policy Extract (hereinafter referred to as “the Extract”) outlines Eqwire’s approach to preventing and detecting money laundering and countering terrorist financing. Eqwire’s obligations under all applicable Anti-Money Laundering (AML) and Countering Terrorist Financing (CTF) legislation have been considered as part of its AML & CTF policy.

Taking into consideration UK, UN, EU, OFSI and US sanctions regulations, Eqwire uses and requires its
outsourced service providers to use tools to check and screen against these country-specific lists of
sanctions, terrorists, designated entities and individuals during the stages of customer onboarding
and execution of customer’s transactions. It is the policy of Eqwire not to establish any business
activity with the companies (individuals) which are included in these lists.

United Kingdom
Financial Ombudsman Service
Exchange Tower
E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
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.