WUZO Ltd

Complaints Procedure Page

We care about what you think


At WUZO, we want to provide outstanding customer service, and we value your feedback.


We’re sorry we didn’t get things quite right for you. But we’re keen to hear your thoughts on how we can improve.


If you have a complaint, it’s really important to let us know. Then we can work with you to address your concerns and put them right.

How do I make a complaint?

There are three ways you can make a complaint:

  1. Speak to WUZO’s Customer service team on the phone +44 (0) 330 818 3949

  2. Email: complaint@wuzo.co.uk

  3. Send your complaint to:
    WUZO Limited
    Office 864, Salisbury House,
    29 Finsbury Circus,
    London
    EC2M 5SQ
    United Kingdom

What happens after I make a complaint?

WUZO will:

  • Confirm receipt of your complaint via email within 24 hours
  • Ask for any extra information if we need it
  • Investigate your case
  • Email you to explain what actions we took and why

WUZO aims to resolve complaints within five business days. Occasionally, responses may take up to 15 days (or 35 days if there are exceptional circumstances).


If a complaint needs to be escalated or falls under exceptional circumstances, you will be notified by the Customer Operations Team.

What if I’m not happy with the response?

We’re sorry if you’re not happy with the decision we’ve taken. If you wish to take your complaint further, you can ask the Financial Ombudsman Service to look into it for you.


The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You’ll need to contact them within 6 months of our final response. Ways to contact the Financial Ombudsman Service:

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WUZO Limited OFFICE 864, Salisbury house, 29 Finsbury Circus, London EC2M 5SQ

Phone:

+44 (0) 330 818 3949

Email:

info@wuzo.co.uk

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WUZO Ltd. is a company registered in England and Wales with the registered company number 13243094 and its registered address at Office 864 6/F, Salisbury House, 29 Finsbury Circus, London, EC2M 5SQ. WUZO is registered with the UK Financial Conduct Authority as an EMD Agent (FRN:903070).

WUZO Ltd. is an EMD Agent of The Currency Cloud Ltd. Payment services are provided by The Currency Cloud Ltd. Registered in England No. 06323311. The Currency Cloud Ltd. is authorised by the UK Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199).

Find WUZO Ltd. on the FCA Register here:

When funds are posted to your account, e-money is issued in exchange for these funds, by an Electronic Money Institution who we work with, called Currencycloud. In line with regulatory requirements, Currencycloud safeguards your funds. This means that the money behind the balance you see in your account is held at a reputable bank, and most importantly, is protected for you in the event of Currencycloud’s, or our, insolvency. Currencycloud stops safeguarding your funds when the money has been paid out of your account to your beneficiary’s account.

WUZO B.V. is an appointed representative of Currencycloud B.V.. Payment services are provided by Currencycloud B.V.. Registered in The Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296-298, 1012 RT Amsterdam Netherlands. The Currency Cloud B.V. is authorised by the De Nederlandsche Bank under the Dutch Financial Services Act (WFT) for the issuing of electronic money (No. R142701).

The WUZO contactless debit card is issued by AF Payments Ltd. pursuant to a licence by Mastercard International. Mastercard and the Mastercard brand mark are registered trademarks of Mastercard International.