1.1 These Terms and Conditions apply to the provision of the Remittance and Electronic Money Account Services (the “Services”) and defines the conditions according to which the Platform Operator provides services to the Customers. These Terms and Conditions particularly distinguish the terms of provision of the Services by the Payment Service Provider to the Customers through the Platform managed by the Platform Operator, in its partnership with the Payment Service Provider. All Customers of the Platform Operator agree that access to and use of services on the Platform is subject to the following terms and conditions and other applicable law. These Terms are only available in the English language and also all services, instructions, and communications with clients will be in English (You may use a third party translation system to translate to the appropriate language for your understanding, however, we cannot be held responsible for any inaccuracies. If you do not agree to these Terms and Conditions, please do not access any of our services.

1.2 The terms “GlobalRemit FS”, “Payment Service Provider”, “We”, “Us”, and “Our” refer to GLOBAL REMIT FINANCIAL SERVICES, a United Kingdom registered company, together with its employees, directors, successors, affiliates, and assignees. The company is registered in England and Wales with number 9484910 with its registered Head office at 30 Moorgate London EC2R 6DA. Authorised by the FCA with FRN 930827.

1.3 The terms “Customer”, “You” and “Your” refer to an individual or corporate entity who is the customer of the Platform Operator, to whom after the Electronic Money Account is opened by the Payment Service Provider, the Platform Operator provides the Platform Services.

1.4 Our system is designed to facilitate sending money to your loved ones throughout the world. We advise that you don’t send money to someone you know.

2 THE FOLLOWING DEFINITIONS APPLY TO THIS AGREEMENT

2.1 Destination Country refers to the country in which the Beneficiary receives money through the Service.

2.2 Local Taxes refer to any taxes or charges payable in the Destination Country.

2.3 Payment Instrument refers to a valid instrument of payment such as a bank account, debit card or credit card.

2.4 Payout Amount refers to the amount paid out to the Recipient, after any foreign exchange conversion and excluding Local Taxes.

2.5 Beneficiary / Recipient refers to an individual or corporate entity who receives payment from the Sender in the destination country.

2.6 Sender refers to someone who uses the Service to send money.

2.7 Service Fee refers to the charges paid to the Platform Operator for the services provided.

2.8 Service Provider refers to a local bank, money exchange house, agent shop or other third-party service providers with whom MoMo Me or GlobalRemit FS works with in providing the Service.

2.9 Transaction refers to a specific instruction asking GlobalRemit FS to send money through the Service.

2.10 Transaction Amount or Principal refers to the amount of money that the Sender wishes to send to the Recipient, without any applicable fees and prior to any foreign exchange conversion.

2.11 GlobalRemit FS Online Services refers to the Money Remittance Services rendered to Customers through the Platform.

2.12 Bank Card refers to any card issued against a depository account, such as an ATM card or a debit card. It also includes credit card issues by banks such as Visa and Mastercard.

2.13 Card Issuer refers to the issuer and owner of these Bank cards.

2.14 Business Day refers to official working days excluding Saturday and Sunday and bank or public holidays.

2.15 Payment Method refers to a method of payment (including but not limited to a credit card, debit card, open banking, bank transfer or any other Alternative Payment Methods -APM) used in paying for your transaction or Payment Instruction.

2.16 Third Party refers to a payment service provider you have authorised to access your data to facilitate the processing of the payment instruction.

2.17 Transaction History refer to the records of your past transactions to your various beneficiaries.

2.18 IBAN / E-Wallet means an electronic money account registered in your name, which enables you to electronically hold, send and receive funds in the form of electronic money in the currencies supported through the Platform.

2.19 Platform Services means Send Application account maintenance services.

2.20 Platform means an internet-based system of Platform Operator accessible by the Customer through the Platform Site and mobile application (Send App) of Platform Operator installed by the Customer in its mobile phone/ tablet and enabling the Customer to use the Services, including to exchange information with the Payment Service Provider and/or perform other actions in accordance with this Terms including any incorporated terms.

2.21 Platform Operator means Flutterwave UK Limited, a limited liability company, incorporated and existing under the laws of England and Wales, with company number 10593971, having its registered office at 16 Great Queen Street, Covent Garden, London, WC2B 5AH, United Kingdom, which administers the Platform accessible via the Platform Site and mobile application of the Platform Operator, and which accompanies Customers during their entire relationship with the Payment Service Provider.

3 GLOBALREMIT RIGHTS AND OBLIGATIONS

3.1 By this agreement, GlobalRemit agrees to offer our services to you through the Platform using due care and precaution.

3.2 Service Availability Restrictions. The Service may not be available in whole or in part in countries, and jurisdiction. A valid address is required in all instances.

3.3 GlobalRemit FS reserves the sole right to determine whether or not to accept or reject any transaction, request additional information based on our compliance policy. However, if we decide not to proceed with your Transaction, we will notify you promptly of that decision and refund your money.

3.4 GlobalRemit may exercise our absolute discretion to refuse any Transaction or limit the sending amount. We will decide the amount you can send at any point in time based on your previous transactions.

3.5 We may, in our sole discretion, refuse Transactions from restricted Senders (Please refer to our compliance manual for more details).

3.6 We process Transactions promptly, however, any Transaction may be delayed or cancelled for a number of reasons, including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or otherwise, to comply with applicable law; or due to variations in business hours and currency availability.

4 CUSTOMER REGISTRATION TO THE PLATFORM AND CREATION OF USER ACCOUNT

4.1 In order to use the Services, the Customer has to register to the Platform and create a user account. to create a user account the Customer shall, by clicking “I accept” button with respect to the use of the Platform, acknowledge and agree and bind himself/ herself with the terms and conditions of this Agreement (including GlobalRemit documents incorporated into it by reference) when registering and completing all required procedures in the Platform.

4.2 By accepting the terms of this Agreement, the Customer also agrees that the Platform Operator shall transmit Customer’s application data, together with all supporting documents received, to the Payment Service Provider. The Customer also agrees that during the entire validity of this Agreement the Platform Operator shall transmit all the Transaction Instructions, data, information and documents, to the Payments Service Provider for the purpose of provision of the Services under this Agreement.

4.3 Upon successful registration on the Platform, the user account username is assigned to the Customer, the password to log in to the user account is created by the Customer and the rights of the Customer in the Platform are defined. The Customer shall be prohibited from having more than one User Account in the Platform.

4.4 Creation of the user account is a mandatory pre-condition for the Customer to receive Electronic Money and other Services of the Payment Service Provider, including to open an Electronic Money Account. Once the Electronic Money Account is opened, the Electronic Money Account of the Customer shall be linked with the user account.

5 YOUR RIGHTS AND OBLIGATIONS

For the avoidance of any doubt, upon accepting this Agreement, the Customer agrees that any information, data, Transactions, and/or any documents shall be submitted to the Payment Service Provider via the Platform.

Once the Customer is identified, Platform Operator shall allow the Customer to use the Services provided remotely through the Platform if the correct identity authentication measures were used during the log in to the user account. In order to access the service, you have to concur that-

5.1 You should have the legal capacity to form a legal contract with the relevant authority; So you have to be at least 18 years old or above, unless you are not permitted to use our service.

5.2 You shall pay to the Platform Operator, the applicable Service Fee; the amount which would be displayed to you at the point of submitting the Transaction. The Transaction cannot be processed until you pay the service fee. In addition, during your transaction process, if Global Remit or the Platform Operator becomes responsible for charges or extra fees (i.e., The amount excluding the service fee and Transaction Amount), you agree to repay us such extra fee.

5.3 When you registered on the Platform, you have to provide the following information in accordance with compliance requirements: Your full name, date of birth, full residential address, ID details, email address, not limited to these:

5.3.1 The right, exact, present and full evidence of your identity, and if any changes happen in your personal information., promptly notify us.

5.3.2 The right, exact, present and full information for all Transactions.

5.4 There will be a difference between the exchange rate when the Sender pay for a Transaction in one currency and the Recipient is paid in another currency. GlobalRemit and its Service Providers usually make a small profit in these circumstances when we buy foreign currency and the exchange rate provided to you.

5.5 If any false information is given by you and as a result, if the Recipient received the reduced amount for extra charges when the amount is denominated in another currency; we will have no responsibility to make good such reduction.

5.6 Once a Transaction has been submitted for processing it is not normally possible to change any of its details. So, before the submission, it is your responsibility to make sure all the Transaction details are accurate and you must check the details carefully.

5.7 If you face any charges or fees for using a particular Payment Instrument to fund a Transaction, Global Remit will have no liability on this issue. These may include, but not be limited to that the banks may impose fees on you for unauthorised overdraft. It may also happen for insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers or they treat use of the Service as a cash transaction rather than a purchase transaction.

5.8 You can only use the Service to send money to people that you know personally and not to pay for goods or services. If GlobalRemit reasonably believes you are using the Service to purchase goods or services, we reserve the right to cancel your Transaction(s).

5.9 You may not submit or receive a Transaction on behalf of a third person, since we consider both you and the Recipients will only act on your own behalf. If you plan to submit or receive a Transaction on behalf of a company, business or any entity other than a human individual, you must first inform the Platform Operator of your desire to do so. In this case, you must provide any additional information that requested about the entity as we may decide whether to permit the Transaction or not.

5.10 When you have access to use the Service, you will obey these Terms and Conditions as well as any applicable laws, rules or regulations. It will be considered as a breach of these Terms and Conditions to use the Service to send money, if we find out- (i) You have dishonoured the rules of Terms and Conditions. (ii) You have a connection with illegal activity, including, without limitation money-laundering, fraud and the funding of terrorist activity. If you use the Service in connection with illegal activity, GlobalRemit will report you to the appropriate legal authorities.

5.11 When using the Service, you agree that-

5.11.1 You cannot breach these Terms and Conditions, or any other agreement between you and the Platform Operator.

5.11.2 You are NOT ALLOWED to open more than one account, if for any reason you cannot use you registered account contact the support team for assistance and do not create multiple accounts.

5.11.3 You will not provide fake, incorrect, or misleading information;

5.11.4 You are NOT ALLOWED to permit anyone else access to your registration details and will keep those details secure.

5.11.5 You will not use an anonymising proxy (a tool that attempts to make activity undetectable).

5.11.6 If in any case where any investigation is carried out, you have to co-operate and to provide confirmation of any information you provide to us, including proof of identity.

5.11.7 You are not allowed to copy or monitor the Platform using any robot, spider, or other automatic device, or manual process, without prior written permission.

5.12 The Platform Operator and GlobalRemit will store all information required of a Recipient to prove his or her identity or associated with their specific Transaction as it is necessary to provide the Service, such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a Transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identification sign.

6 CANCELLATIONS AND REFUND POLICIES

6.1 Global Remit reserve the right to reject a Transaction, or to decline to complete a request for a Remittance, or to impose a value or frequency limitation on your use of the Service, without prior notice to you.

6.2 If We declined Transaction for any reason, you shall be promptly notified by the Platform Operator through the Platform. Where possible, the reason the Transaction was declined may be provided.

6.3 If we declined or rejected your transaction, we will refund the principal amount plus any associated fees you may have paid to us, to your account.

6.4 Global Remit services is an instant credit so basically it is impossible to cancel your transaction and get refund. Global Remit will not refund a processed transaction.

6.5 If the transaction was done in error, you should contact the Platform Operator within 14 days, who will contact Global Remit. Global Remit will contact the pay-out partners to recall the transaction. The success of the recall depends entirely on the ability of the Payout Partner to retrieve the funds. Global Remit shall never guarantee the success of recall.

6.6 You have the legal right to cancel your transaction after you have submitted the Transaction. In this case, we may make a cancellation charge. This right of cancellation is valid for fourteen days after you have submitted the transaction, or until we have completed the contract by paying the Payout Amount to the Recipient.

6.7 If you want to make such cancellation request, you must submit a written request to the Platform Operator at send@flutterwavego.com, who will then notify the Payment Service Provider promptly. The written request must contain the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

6.8 Any refund amount will be the same amount as sent amount without the transaction charges or fee and will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency. If any currency fluctuations occur in the event of this cancellation request, no adjustment will be made by us.

7 COMPANY’S POLICIES ON COLLECTION OF INFORMATIONS

7.1 Customer Identification Program. According to UK law, it is necessary to provide information about all customers from all financial institutions to the UK Government to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying the information. We and the Platform Operator may therefore require you to supply personal identifying information and may also officially consult other sources to get information about you.

7.2 Verification. By accepting these Terms and Conditions you authorise us and the Platform Operator to make any inquiries considered necessary to verify the information that you provide. We and the Platform Operator may do this directly, for instance by requesting you for additional information, requiring you to take steps to confirm ownership of your Payment Instruments or email address; or by confirming your information against third party databases; or through other sources.

7.3 Further Authentication and Check. In order to confirm your identity, we and the Platform Operator will verify your residential address and personal details. We and the Platform Operator may also pass your personal information to a credit reference agency, which may keep a record of that information. This is done only to confirm your identity. In this matter, no credit check perform on you and your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

7.4 Privacy Policy on Data Utilization. Under this clause, you permit us and the Platform Operator to process your personal information for the purposes of providing the Service, including for verification purposes. You also approve of the use of such data for communicating with you, and for legal, accounting and archival purposes. You acknowledge that you have read and agree with GlobalRemit’s Data Privacy Policy. Matters related to personal data processing in relation to the provision of the Platform Services are regulated by Platform Privacy Policy, which are an integral part of this agreement. The Platform will not process Customer’s personal data for purposes other than those specified in this Agreement, except when required to do so under applicable law or in cases where the Platform has its own legal basis for such processing.

7.5 Government Disclosures. As described in our Data Privacy Policy that we may be required to provide information about you and your Transactions to government by law or other competent authorities. You accept and give permission for us to doing this.

8 INTELLECTUAL PROPERTY RIGHTS

8.1 GlobalRemit, their affiliates, or third parties have the entire possession of the GlobalRemit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks). All rights, label and interest in and to the GlobalRemit FS Online Site and its Service shall remain our property and/or the property of our business partners.

8.2 You may use GlobalRemit FS ’s site and services only for the purposes allowed by these Terms and Conditions. You also have to agree that- a) You are not allowed to make any duplicates of any part of any materials, or remove or change anything on the site, include or create links to or from the site without the company’s written authority. b) You are also not allowed to remove or change any copyright, trademark or other intellectual property rights notices contained in any materials or copies or the materials. c) You are not permitted to participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the GlobalRemit FS Service or any portion thereof for any public or commercial use without our express written permission. d) You cannot use any robot, spider, scraper or other automated device to access the Service.

9 WARRANTIES AND COMPANY’S LIABILITY

9.1 If your money transfer has failed in such circumstances, for example, any breach of our agreement with you, we will refund to you any benefit that we receive (this means that, we will refund to you the Transaction Amount and the Service Fee).

9.2 If you or recipient claims for compensation from us, that (claim(s)) must be supported by any available relevant documentation(s).

9.3 We do not accept any liability for the following issues-

9.3.1 any failure to perform your instructions in consequence of circumstances that could reasonably be considered to be outside our control.

9.3.2 In case of communications malfunction which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us.

9.3.3 If any losses or delays in transmission of messages caused because of the use of any internet service provider or caused by any browser or other software which is not under our control;

9.3.4 Any mistake on the Platform or with the Service caused by incomplete or incorrect information provided by you or a third party.

9.4 We take the liability in the special case (a) on our part for death or personal injury resulting from our negligence; or (b) exclude liability for our fraud.

9.5 You agree that the rules are applied both on you and your recipient.

9.6 Your contract is with the Platform Operator and GlobalRemit FS only. You agree that no affiliate or agent of the Platform Operator or GlobalRemit FS owes you any duty of care when performing a task which would otherwise have to be performed by the Platform Operator or GlobalRemit FS under its agreement with you.

9.7 You agree to assure and hold harmless the Platform Operator, GlobalRemit FS, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of The Platform or the Service, all activities that occur under your password or account e- mail login, your breach of these Terms and Conditions or any other violation of the rights of another person or party.

10 ELECTRONIC COMMUNICATIONS POLICIES

10.1 You accept that these Terms and Conditions will be entered into electronically, and the following categories of information (i.e., Communications) may be provided by electronic means:

10.1.1 The Terms and Conditions and any adjustments, modifications or supplements to it.

10.1.2 Your records of transactions via the Service.

10.1.3 Any other communication connected to the Service or GlobalRemit FS.

10.1.4 Any service related to communications that includes without limitation of communications with respect to claims of error or unauthorised use of the Service.

10.1.5 Any disclosures or notice (initial/ periodic) provided in connection with the Service, including without limitation those obligatory by law.

10.2 The Service does not permit for Communications through in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. If you want to withdraw your consent, you must contact us through the Platform Operator.

10.3 If you want to access and retain Communications, you must have the following supports:

10.3.1 An Internet browser that supports 128-bit encryption, such as Internet Explorer version 4.0 or above;

10.3.2 An e-mail account and e-mail software capable of interfacing with GlobalRemit FS's e-mail servers;

10.3.3 A personal computer, operating system and telecommunications connections to the Internet capable of supporting the foregoing;

10.3.4 Sufficient electronic storage capacity on your computer's hard drive or other data storage unit; and

10.3.5 A printer that is capable of printing from your browser and e-mail software. Furthermore, you must update the Platform Operator without delay if any changes happen to your email address by updating your profile on SendApp or sending an email to send@flutterwavego.com.

11 DISCONTINUATION

11.1 Customer may terminate these Terms and Conditions in accordance with the provisions of the Platform Operator’s Terms & Conditions.

11.2 Platform Operator may unilaterally terminate the agreement, or suspend the user account, at its reasonable discretion or if the Customer breaches any of its obligations.

11.3 Payment Service Provider may unilaterally terminate this agreement in accordance with these Terms and Conditions. Payment Service Provider may also terminate these Terms and Conditions in case the Platform and/or user account becomes unfunctional and the Platform Operator fails to restore the functionality within the terms agreed between the Payment Service Provider and the Platform Operator.

11.4 We may discontinue these Terms and Conditions if you have such circumstances:

11.4.1 If you are declared as bankrupt.

11.4.2 If you attempt to violate of any provision of this Terms and Conditions;

11.4.3 If your way of use of the Service or the Platform is disruptive to other customers, or you do anything which in our opinion is likely to bring the Platform Operatory or Global Remit into disrepute;

11.4.4 Any attempt to breach the security of the Platform (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way).

12 PURCHASE

12.1 Before you create any transaction on the Platform you agree that you represent and warrant that: firstly, you have the legal right to use any account/credit/debit card(s) or other payment method(s) in connection with any transaction; and secondly, that the details you provide are true, accurate and complete. By supplying such details, you grant us the full right to submit the details to third parties for purposes of assisting the completion of transaction.

12.2 Upon creating a Transaction through the Platform, you may be asked to provide certain details of the recipient in order to complete the purchase. These include but not limited to the following -

Cash Collection Transaction: Full name of the Beneficiary as it shows in their ID Address of the beneficiary, town or city Beneficiary mobile number.

Bank Account Credit Transaction: Bank name Account Name Account number Bank Branch /Sort Code IBAN BIC/SWIFT Type of Account

Mobile Money: The registered mobile money account number

12.3 By using our Services, you agree to have your your account or bank card debited with the principal value of the transaction plus other applicable fees and charges.

12.4 You acknowledge that GlobalRemit FS shall not process or complete your transaction if payment request to your payment account is unsuccessful for any reason. Your bank or financial institution may charge you for going over your account limit. You must ensure you have sufficient funds in your account or card before you initiate the request.

12.5 The Platform Operator will make the necessary effort to display currency exchange rate, any fees and service charges in SendApp before you complete your transaction request.

12.6 In a situation where your payment card cannot be debited or is returned, charged back or probably cancelled for whatever reason and the order is paid out, you agree entirely to be responsible to settle the full amount due plus any other costs incurred by the Platform Operator or GlobalRemit FS to deliver the service to your beneficiary.

13 SERVICES

13.1 Cash Pick Up/Collection Transaction is a transaction created either online or on our agency platform and the beneficiary picks cash from the bank or pay out location in the destination country.

13.2 You agree that, when you register and create a transaction, we have the right to verify your ID details, address and payment details before the transaction will be ready for collection at the destination country.

13.3 During verification your transaction may not be ready for pick up, we reserve the right to cancel the transaction if our responsible teams are not satisfied with your details.

13.4 Where there are delays in pay out and the exchange rate changes GlobalRemit FS shall not be responsible for any losses.

13.5 GlobalRemit FS takes no responsibility in destination country restrictions.

13.6 Mobile Money/Wallet Number. When you enter a wrong mobile money number during your transaction request creation, we will not be liable to refund your mobile since we do not have control over the wallet number that the funds have been credited.

13.7 Some countries have taxes or charges on receiving mobile money fund which your beneficiary may receive lower amount that what will be on your receipt.

14 SECURITY ISSUE

We take security matters very seriously at GlobalRemit FS, and we give our effort really hard, using state-of-the-art security measures in order to make sure that your information is maintained in a secure way. The GlobalRemit FS Online Services is a protected and convenient way to send money to friends and family and to other people who you trust. However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true (for avoiding being scammed). If you are aware of anyone or any entity that is using the Our Online Service improperly, please email us using our contact form. Likewise, if you receive any emails, pretending to be from GlobalRemit FS, which you suspect may be fake emails, please forward them to us using our provided contact options via post or email.

15 CONTACT INFORMATION

If you want to make a complaint about any aspect of the Services, or you have any questions, notices, and requests for refunds or further information, dispute handling and customer support shall be performed by the Payment Service Provider through the Platform Operator, as per procedure described below:

All disputes should be sought to be settled under out-of-court procedure, promptly and on terms acceptable to the Parties, thus, in case of a dispute, the Customers shall first be encouraged to address the Platform Operator who may then refer to the Payment Service Provider. The Complaint shall be submitted in English language and must specify the following: (a) name, surname and (in the case of business accounts) company name; (b) customer’s contact details: telephone number and / or e-mail; (c) the date of submission of the complaint; (d) the essence of the complaint, e.g. what kind of person’s rights or legitimate interests have been violated; (e) Customer’s requirements to the Platform Operator or Payment Service Provider; (f) other available documents related to the complaint if necessary; (g) if sending by post, the complaint submitted by the Customer must be written in a clear and legible manner, signed by the Customer. If any of the information mentioned above is missing from a complaint, the Platform Operator and/or Payment Service Provider has the right to request the additional information from the Customer. Disputes handling and Customer support in relation to the Platform Services shall be handled by the Platform Operator in accordance with the standard dispute resolution procedure in the Platform Operator’s Terms and Conditions. that is published on the Platform Operator’s Site [https://send.flutterwave.com/legal/terms/] Disputes handling and Customer support for any inquiries or issues related to the receipt and disbursement of funds within Africa, please contact the Payment Operator via InApp Chat on SendApp or send an email to send@flutterwavego.com. In case of any complaint, we will investigate it and come back to you with the results of our investigation, no later than 15 Business Days of receipt of your complaint. For urgent matters, such as notification about suspected or executed unauthorised or fraudulent Transactions, unlawful use of the Services or security threats, Customer shall give notice to the Platform Operator via InApp Chat on SendApp or send an email to send@flutterwavego.com, who will then notify the Payment Service Provider promptly. If you are not satisfied with the manner in which we have dealt with your complaint, or the outcome, then you may refer the matter to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

We are committed to give our clients the highest service and we hope that you will be pleased with the way we treat the monetary agreement.