We're here to help and ready to listen. If you'd like to raise a complaint about an international payment, you can contact us through any of the following methods: Phone We're happy to speak with you directly. Call us on 0845 8626867. (Calls are charged at standard national rates and may be included in your phone plan’s bundled minutes.) Email Send us an email at complaints@nexusmoney.co.uk and we’ll look into your concern as quickly as possible.
What happens next?
We will be in touch within 3 working days and will try to resolve your complaint. If we are unable to do this in this timeframe, please note we’re typically allowed up to 15 business days (or in some cases up to 8 weeks) to investigate your complaint and provide our ‘final response’.
If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter.
Financial Ombudsman Service Details
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Websites: www.financial-ombudsman.org.uk
complaints@nexusmoney.co.uk
0845 8626867