Refunds. Update

We’re delighted to announce that we are rolling out the refunds process to all customers, both personal and corporate. Yes, it’s really happening, and thank you for being patient with us.

Why has it taken so long?

We’re really sorry that it’s taken so long for us to get to this stage, the process is indeed complicated, and we did everything we could to protect our customers' interests.

Following the initial successful rollout of the refunds process to individual customers that were rated as low or medium risk, we’ve received all the required consents and approvals to expand the scope of refunds to all customers.

Please bear with us a little longer while we’re making the last amendments and reactivate the banking connections, payment rails, contractual agreements etc… Basically, turning ON all the buttons that exist in our complex panel of instruments.

This has been complicated, and we know you’ve come a long way on this journey with us. We wanted to give you an update, even though you will still be waiting a few more weeks. This is the good news: In a few weeks you will be able to get your long-awaited refunds.

As soon as we’ve finished going through and reactivating the banking connections, we will be initiating batch processing for refunds, and we believe this is the last step before we are able to fully reopen our business.

What do I need to do right now?

Just one simple but very important thing, to bear with us a little longer.

We will be inviting more customers to start the refunds process once all the banking connections are fully operational again. Since it’s been a while since we had all the buttons ON, we’re going to invite customers in batches to make it easier to process. But rest assured that soon enough, you’ll either receive an email from us about your refund, with the next steps clearly set out, or you may receive a message through our ticketing system, outlining all the actions needed from you.

The access to your funds also depends on you, as you need to follow the process explained in the email or the ticket. Please read the information very carefully as it will contain details of everything you need to do in order to access your funds, and those steps and instructions may vary from person to person, but it isn't anything that you can't do.

It’s likely that you’re going to be asked to provide us with some information, and please note that we won’t be able to process your refund until we receive it and check it. Once you receive the email or ticket, please do your best to reply or to provide the  information requested as soon as you can. The sooner you respond and provide all the information, the faster you will be able to access your funds or start using your account again.

Thank you for being with us on this journey, we look forward to serving you again very soon.

If you have any questions, please feel free to reach out to our Support team.