All FAQs

Yes, we can. If something's gone wrong or you have a problem with a money transfer/e-money, it's important you tell the business straight away so there's more chance they can sort things out.

We deal with a range of money transfer issues, including overseas transfers, exchange rates, delays and fraudulent transfers.

E-money can include electronic money stored on a card, online wallet or instrument. E-money businesses include PayPal, Revolut, Wirecard, Tide and Neteller. 

From 13 January 2018, where the case involved e-money, businesses are expected to issue its final response within 15 business days. However, in some instances where the case maybe complex, might need to take longer than this and send a final response within 35 business days. 

So if you're unhappy with the business' response, get in touch with us and we'll let you know how we can help.

There's more information about our approach to money transfers on our website and you can find case studies in our regular newsletter, Ombudsman News. And if you've got any questions, get in touch.