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.

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Email: support@blockzo.io
Phone: +44 (0) 20 8146 0898

Response time: Within 24 hours

 

All complaints will be resolved by the end of 15 business days (or 35 days in exceptional circumstances) following receipt of the complaint.

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If the customer is unhappy with the final response, they are eligible to refer the complaint to the FOS.

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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.

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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.