SEND MONEY TO AFRICA
SendMoneyToAfrica.com
THE SEND MONEY TO AFRICA (SMA)
TERMS AND CONDITIONS:
Our Agreement is made up of:
Section 1: Using the SMA Portal
Section 2: General Terms and conditions, These are the Terms that explain our overall responsibilities to each other.
Section 3: Service Specific Terms, These are the terms that are specific to each service we offer. For example, they
Our Agreement is with you (the person using the SMA services) and SMA.
You agree to these Terms when you register with SMA. Our Agreement with you will continue for an indefinite period unless terminated by you or us. When you complete a transaction, additional terms that apply specifically to that transaction, for example, any fees and charges (Fees) and exchange rates, will be part of this agreement to form your contract with us for that transaction. You’re told about (and agree to) these additional terms each time you visit us and request a service from us. You can view and download a copy of our Terms at any time by going to our website. You can also contact us for a copy of our Terms. To contact us, see paragraph 10 of the General Terms.
SECTION 1: USING THE SMA PORTAL
Languages
This Agreement is made in English and it’s the language we’ll use to communicate with you.
Getting Started
Before we can start providing the SMA services, we’ll need to check your identity. To do this, we’ll need:
· Personal information about you (such as your full name, address, date of birth, telephone number and email address).
· Documents to help us verify your identity (like your passport or driver’s license).
We may also need to check the reasons why you’re using the SMA services. You must give us any information we ask for in relation to this. Before we can start providing the SMA services, you will need to register with us by creating an account on The SMA Portal here. Information about how to do this will be given when you register.
When registering with The SMA Portal and/or using the SMA services, it is important that you:
· Keep your personal information up to date. If any of your details change (for example, if you change your address — especially move to another country — or if you change your telephone number), you must let us know as soon as possible.
· Respond as soon as possible to any of our requests for information.
· Give us any other information about you or others that we may need to provide our services.
· Make sure that any information or documents you give us are real and accurate.
How we’ll use your information
We need to collect and use information about you for different reasons. Some of these reasons are explained in the list below.
· To create and manage your account: We will need your personal details (like your name, date and place of birth) to set up your account.
· To allow us to provide the SMA services to you: We will need information about your bank account, debit card or credit card to process a payment request.
· To meet our legal and regulatory obligations: We will need information about your identity such as a copy of your ID document and proof of address to prevent fraud and money laundering.
· We may also share your information with our trusted third parties for these purposes. More details about the information we keep and how we can use it can be found in our SMA Privacy Policy.
SECTION 2: GENERAL TERMS
1: To use SMA services
1a. You must be at least 18 years old to use SMA services (unless the law in your jurisdiction requires you to be older).
1b. You must not use the SMA services for ANY “prohibited activities”?
Prohibited activities include, for example, activities that involve drugs, guns or other weapons, illegal activities, adult services or content, online dating services, gambling, and anything else we feel is reasonable to include. Examples of what you must and mustn’t do when using SMA services are explained in the table below.
You must use the SMA services:
You mustn’t use the SMA services:
● Safely and responsibly.
For example, you must ensure you only transfer money to a person you know and trust. You must ensure the information you provide to us is correct and complete.
● If you are in breach of any of the Terms of this Agreement. For example, if you transfer money for a service prohibited by law.
● For purposes we permit. For example, you mustn’t transfer money to pay for one of the activities set out in the “prohibited activities” above.
● To transfer money for a service or goods prohibited by law.
● In your country of residency where the SMA services are available.
● To act fraudulently or provide us with false, inaccurate, or misleading information.
● By following the Terms of this Agreement (including any instructions we may reasonably give you to help us offer the SMA services).
● To register more than once on The SMA Portal (without receiving our prior written permission).
● By doing everything required to meet legal and regulatory requirements, by responding to a direction of a regulator or law enforcement authority and by cooperating with any investigation that we (or any law enforcement or
regulatory body) may carry out.
● To do something in a way we reasonably believe may damage our reputation, or which might harm our ability to provide the SMA services to other customers.
● By keeping your personal information, that we need to provide the SMA services to you, up to date.
● To act in a way that threatens the security of The SMA Portal or services (for example, by hacking or introducing viruses into our systems).
● By meeting the SMA service requirements. For example, only use the SMA services as an individual, not as a business, unless you inform us.
● To use anything that hides your activities on The SMA Portal (like a proxy that makes you appear anonymous).
● To copy or monitor The SMA Portal (for example, by using any robot, spider, or other automatic device or manual
process) without having first received our permission in writing.
● To do anything that infringes any intellectual property rights we may have. For example, you shouldn’t copy any of our trademarks or logos, or rent out, license or modify the SMA portal.
● If you are or are at risk of becoming bankrupt.
● If you behave inappropriately (for example, in a threatening or abusive way).
2. Fees and exchange rates
2a. Fees become due to us at the time that you submit your transaction request, when using the SMA services, you agree to pay any fees and exchange rates used and included while calculating the receiver amount as quoted and displayed on the SMA Portal (here).
2b. You may have to pay other charges (e.g. withdrawal fees at the receiving end or charges your bank may charge for making a payment to us) related to your use of the SMA services, which are outside of our control and not charged by us.
2c. For more information about our Fees, see our Service Specific Terms (in Section 2 of these Terms) and our additional terms (available on the portal (here) when you use the SMA services).
3. Our responsibility to you
3a. We are responsible to you for any foreseeable loss and damage we cause. ‘Foreseeable loss’ is loss we could’ve or should’ve expected (for example, if we break this Agreement).
3b. We’re not responsible to you, to the extent we are allowed to do so by law, for any loss or damage if:
· It was unforeseeable or unavoidable (for example, due to viruses or malware introduced by third parties which are outside of our control).
· It arose from a need to comply with our obligations under the law.
· You’re on-boarded as a natural person and use the SMA services for any commercial or business purpose.
· We’ve refused, cancelled, suspended, or delayed any aspect of the SMA services for any reason we have set out in this Agreement.
· You’ve broken any terms of this Agreement.
3c. None of the exceptions in this paragraph 3 will apply, and nothing else in this Agreement will stop us being liable, if:
· We act fraudulently.
· We act with gross negligence.
· We’re at fault and the law does not allow us to exclude or limit our liability.
3d. The amount of loss or damages you can claim from us is limited. For each transaction you complete through the SMA services (for example, for every money transfer you send), the most you can claim from us will be the total amount of our fees for that transaction, if the law of jurisdiction requires a higher amount, our liability will be limited to that amount.
4. Your right to a refund
4a. You should contact us immediately if you have any problems with the SMA services (for example, if you think a mistake has been made by either you or us). See the Jurisdictional Terms for our contact details and for any refund and/or error resolution rights you may have under local law.
4b. Subject to law, once we’ve paid you the refund, we won’t be responsible for paying you any more money.
4c. Subject to law, there are some cases where we may not refund you, or where the amount we refund you is less than what you paid for the SMA services. Some of the reasons for this are explained below.
Examples why we may not refund you:
· If you’ve told us about a mistake too late. See Jurisdictional Terms for relevant timeframes.
· You haven’t sent us a refund request within the time required.
· If we reasonably suspect that you’ve acted fraudulently.
· You haven’t been honest about the mistake you’re claiming we made.
· If we reasonably suspect that you’ve used the SMA services illegally.
· You, or someone you are transferring money to, are subject to economic sanctions.
· If we have a right to delay, suspend, refuse or cancel the SMA services under Paragraph 5 of the General Terms.
· You use the SMA services for activities that WE don’t allow.
4d. It’s difficult for us to predict all the reasons that we might not refund you. This means we may not refund you some or all of your money for reasons not listed above. However, we’ll only do so for reasons we feel are reasonable and/or valid, and only where permitted by law.
4e. You’ll need to give us any information we ask for to help us decide if we can give you the refund.
4f. Subject to law, if we give you a refund that we later find out you weren’t entitled to, we can reverse the refund (i.e., we can charge your card again or we can take the amount refunded from any money we hold on account for you).
5. Our rights to refuse, cancel, suspend or delay the SMA services
5a. We may refuse, cancel, suspend or delay the SMA services for different reasons. Some of these reasons are set out in the table in paragraph 1b of these General Terms. It’s difficult for us to predict all the reasons we might refuse, cancel, suspend or delay the SMA services. However, we’ll only do so for reasons we feel are reasonable and/or valid.
5b. We may also refuse, cancel, suspend or delay the SMA services if:
· We suspect that your account has been compromised.
· We suspect that your account has been used for fraudulent purposes.
· A competent court or authority has requested us to do so.
· We believe that you are using the SMA services in breach of this Agreement or of the law, such as, but not limited to money laundering or terrorism financing.
5c. We’ll provide you with the reason for any refusal, cancellation, suspension or delay of the SMA services where possible (and, if possible, the actions you can take to fix any issues) unless the law prevents us.
5e. You may still need to pay our Fees, even if we’ve refused, cancelled, suspended, or delayed the SMA services.
6. Ending this Agreement
6a. This Agreement starts when you register with us. It will continue until it’s ended by you or us. See our Jurisdictional Terms for more information about whether notice needs to be given and if so, how and when to give notice.
6b. We can end this Agreement immediately for various reasons. Some of these reasons are set out in the table in paragraph 1b of these General Terms. It’s difficult for us to predict all the reasons why we might end this Agreement immediately. However, we’ll only do so for reasons we feel are reasonable and/or valid, and only where permitted by law. For example, while we may refuse, cancel, suspend or delay the SMA services to you if you’ve broken a term of this agreement, we may only reasonably decide to end this agreement immediately if you’ve seriously or regularly broken the agreement, or have acted in a manner that’s inconsistent with our ability to continue to provide services to you.
6c. We may also end this Agreement immediately if, for example:
· You haven’t used the SMA services in 3 years (or 2 years if you live in Canada).
· It's no longer reasonable from a business perspective to continue offering the SMA services to you.
· You live in the U.S. and you no longer consent to receive disclosures relating to each money transfer electronically.
6d. Where possible, we’ll provide you with the reason for our immediate termination of the SMA services (unless the law prevents us).
6e. You may still need to pay our Fees, even if we’ve terminated this Agreement.
6f. If you wish to end a transaction, please see the paragraphs on cancellation rights in our Service Specific Terms and our Jurisdictional Terms.
7. Changes we can make to this Agreement
7a. We may make changes to this Agreement. Some of the reasons for making these changes are explained below:
· To make improvements that benefit you.
· We make this Agreement clearer or fairer to you.
· We introduce a new, optional service and add in new terms to explain it.
· We reduce a fee or charge that you pay, or give you a better exchange rate.
· To make sure we’re following changes in law, regulation, industry code, guidance, or a decision of a court or regulator.
· We’re legally obliged to change how we verify your identity.
· The cost of providing the SMA services has changed.
· Our costs increase due to a change in the cost of running our business, e.g., the costs of our systems.
· We reasonably decide that we need to charge for the SMA services in a different way.
· We decide that a new charge is easier to understand, or better reflects how our customers use the service.
· There have been changes to the technology we use, good industry practice or changes in customer demand.
· We stop providing a service or functionality as customers aren’t using them much anymore.
7b. It’s difficult for us to predict all of the reasons that we might need to make a change. This means we may make changes for reasons not listed above. However, we’ll only make changes we feel are reasonable and/or valid and only as permitted by law.
7c. We will only give you notice of changes to this Agreement where required under your country’s law (for more information about this, see the Jurisdictional Terms).
7d. We can change our additional terms (for example, in relation to our Fees and exchange rates) at any time, subject to law.
7e. If you don’t want to accept a change, we’ve set out what you should do below.
· If you don’t want to accept a change and we are required under your country’s law to give you notice of changes to our Terms:
· You can terminate this Agreement (and stop using the SMA services) without paying any charges. You can do this as long as you tell us before the change happens.
· If you don’t want to accept a change and we are not required under your country’s law to give you notice of changes to our Terms:
· If we give you notice of a change and we don’t hear from you, we’ll assume that you’re happy and have accepted the change that we have made, If you are not happy, you should stop using the SMA services.
8. Keeping you safe and secure
8a. We want to keep you and your money safe when using the SMA services (and we have our own secure systems to help us do this), but you’ll need to help us too. Some of the ways you can help are explained in the list below.
· Don’t send money to people you don’t know or trust.
· Don’t use the SMA services to send money to strangers or people you don’t know well.
· Keep the details you use to access The SMA Portal safe.
· Don’t keep your details in a place that can be accessed by others (for example, in a note on your desk or an unprotected folder online).
· Keep your payment information safe. Keep information, such as your card and bank account details, secret.
· Follow any reasonable instruction we give you, or publish on The SMA Portal, which are intended to keep your use of the SMA services safe.
· Change the details used to access our Channels if we ask you to (for example, if we think any of your details have been compromised).
8b. You should contact us immediately if you’re worried about the safety or security of your account. For example, if:
· You think your security credentials have been compromised.
· You get a message from someone pretending to be us. See our portal for ways that you can contact us (here).
8c. We may not be liable for any money you lose if you haven’t taken reasonable steps to safely use The SMA Portal and services. Please see our FAQ Pages (here).
9. Other important terms
9a. You agree that we can use your information to provide the SMA services to you. This may include us using your information to contact you, or pass your information on to third parties, if necessary, in accordance with our Privacy Policy. You can tell us to stop doing this, but this will mean we can’t provide any services to you (and we may still use your information if we’ve a legal right to do so).
9b. No one else has any rights under this Agreement.
This Agreement is between you and us. No other person will have any rights to enforce any of the terms.
9c. How can we enforce our rights? If we choose not to enforce a right against you immediately, then we may choose to
enforce it later. We will not have given up that right.
9d. How can we transfer our rights and obligations? We may transfer some or all of our rights and duties under this Agreement to another company in the future. This Agreement will then continue with them. You can’t transfer
your rights under this Agreement to another person.
9e. Being careful when using links to and from other websites. Sometimes we put links to other websites on The SMA Portal if we think they may be useful. However, we have no control over these websites and aren’t responsible for their content (or any loss that comes from you using these websites).
9f. What’s included in this Agreement? This Agreement includes these Terms and your acceptance of the Terms when you register with us.
9g. Translation of this Agreement. In some countries, this Agreement will be provided in a language other than English. This may sometimes lead to inconsistencies. If this happens, the English version of the Agreement will take priority over any other translated version of the Agreement.
9h. What do you mean when you say subject to law? Nothing in this Agreement restricts our or your liability if it cannot be excluded or restricted under applicable law.
9i. What if a court thinks part of this Agreement can’t be enforced? Each of the paragraphs or sub-paragraphs, or rows of tables of this Agreement operates separately. If a court of competent jurisdiction decides that any part of this Agreement is invalid, illegal, or unenforceable, the remaining paragraphs will remain in full force and effect.
10. Contacting each other
10a. You can contact us in the ways set out in the Jurisdictional Terms.
10b. We can contact you in the following ways using the contact information you provide us, and you must keep such information up to date in our records:
· By post.
· By email.
· By telephone (this includes calls or text messages).
· Electronically (this could include any digital messages we may send you through our Channels).
10c. You should check for communications from us through The SMA Portal regularly and frequently. If you don’t maintain or check our communications, you may miss important information about the SMA services. Subject to law, we won’t be liable for any consequence, or loss if this happens.
10d. If we have reasonable concerns about the security of your account with us, or any suspected or actual fraudulent use of the SMA services, we may contact you by telephone, email, or both (unless contacting you would be unlawful or compromise our reasonable security measures).
10e. You should keep a copy of this Agreement and of each communication we send or make available to you.
10f. We might charge a reasonable cost for trying to find you if your contact details aren’t up to date.
11. Electronic communications
11a. We may provide you with important information or documents electronically (for example, through notifications and messages on The SMA Portal). This may include documents such as these Terms (and any amendments or additions to it). It may also include any customer service communications, and disclosures or notices related to the SMA services. By using the SMA services, you agree to receive communications electronically. Please see Jurisdictional Terms for additional details and rights under the law.
SECTION 3: SERVICE SPECIFIC TERMS
1. The SMA Money Transfer Service
1a. Our money transfer service allows you to send money to other people across the world, more information about the scope of our money transfer service can be found in our SMA FAQ Pages.
1b. This service should be used to send money to people you:
· Know personally and trust – a transfer should not be used to send money to strangers.
· Trust – If the service permits a transfer to, for example, pay a utility bill.
1c. Our money transfer service is usually available 24 hours a day, 365 days a year. There may be times when this service is unavailable to you (for example, if we need to make improvements to our systems, or there’s an outage). Please check The SMA Portal for more information.
2. Requesting a money transfer
2a. By submitting a money transfer request on the SMA Portal, you’re agreeing to us sending money on your behalf. We’ll treat any money transfer request as being received by us as soon as you submit it. However, we may not confirm our acceptance of your request and process it until you’ve completed all the required steps, including those required to get started on The SMA Portal and we have completed our own steps in order to confirm the transaction and we provide you with confirmation of the transaction.
3: Information needed to send the money transfer
3a. To use our money transfer service, you’ll need to give us certain information in respect of you; in respect of the person you’re transferring money to (the Recipient); and your preferred payout method for the money transfer. Examples
of the information we’ll need are set out in the list below. For services in some countries, different information may be needed and we’ll let you know if this is the case.
Payout method Information you will need to provide:
In respect of You, for example:
· Full name
· Date of birth
· Place of birth
· Physical address
· Account number or other reference number (if applicable)
Bank transfer In respect of the Recipient, for example:
· Full name
· Bank name
· Branch name and code
· Account number and sort code
· Account type
· International Bank Account Number (IBAN) and Bank Identifier Code (BIC) (or SWIFT code).
· Reason for sending
Mobile money
In respect of the Recipient, for example:
· Full name
· Telephone number
· Physical address
· Reason for sending
3b. You may also need to provide us with any other information we need to:
· Complete the money transfer (you’ll be told exactly what information you need to provide on The SMA Portal). For example, there are different ways to fund (i.e., pay for) your money transfer.
· Comply with our obligations under the law.
3c. All information you give us about a money transfer must be correct (for example, the amount of money you want to transfer and the details of the person you want to send it to). Once we’ve received your money transfer request, it’s normally not possible to make any changes.
4: Money transfer timings
4a. How long a money transfer may take may depend on the destination country you choose:
Transfers in euros (EUR) or pounds (GBP) to an account in the UK or EEA (European Economic Area).
Usually, shortly after we confirm the transaction and no later than by the end of the next working day.
All other cross-border transfers that are not in GBP and are in a non-Euro EEA currency, such as Polish Zloty, to an
account in the UK or EEA.
Usually, shortly after we confirm the transaction and no later than by the end of the fourth working day.
Transfers to accounts outside of the EEA. Transfers in a non-EEA country currency.
Usually, shortly after we confirm the transaction and in most cases by the end of the next working day. For more
information see the paragraphs below.
4b. How long a transfer takes depends on other factors too including the payment method you use and the method of delivery you choose. A transfer may take longer, for example, if:
· The destination country is a less frequently used route.
· The payout method chosen is only available during local business hours.
· The money transfer has been refused or delayed (see paragraph 5 of the General Terms).
· We can’t process the money transfer quickly due to circumstances outside our control (see paragraph 1b above and paragraph 3 of the General Terms).
4c. Our money transfer timings provided in the list above are representative of the service we provide for an average transaction. They do not guarantee the timing of the service we will provide for an individual transaction. For more information on timings see our SMA FAQ Pages.
5. Fees and exchange rates
When we refer to an exchange rate in this Agreement, it means the price of one country's currency compared to another at the relevant time for the relevant currency pair (for example, GBP to EUR) that we offer for a specific transaction.
We determine this exchange rate by looking at central bank and market rates. Taking this approach enables us to consider a number of factors that may influence the value.
5a. Sometimes we’ll need to convert the currency of the money you transfer. This could happen when you’re sending money to a person in a different country.
5b. Before you complete a money transfer, we will show you in The SMA Portal:
· The total amount you’ll pay for the money transfer (including the amount of money you want to transfer including our Fees) among other items required by law.
· Any exchange rate that may apply (exchange rates may change depending on how long you take to complete a money transfer, in which case the latest applicable exchange rate will be provided).
5c. There’s a difference between the exchange rate we buy currency at and the exchange rate we provide to you. We usually make some money off this.
5d. There could be delays or additional charges, or taxes imposed by a third party that are outside of our control.
5e. Our Fees and exchange rates can change at any time without notice.
6. Our responsibilities and obligations
6a. We’re not required to process every money transfer you request. We may refuse to provide our service to any person. Where possible, we’ll let you know when and why we haven’t processed a money request (if the law allows us to). We won’t be responsible for any loss or damage if we choose not to process a money transfer. For the avoidance of doubt, nothing in the preceding sentence limits any remedies you may be entitled to under law.
7. Cancellations and refunds
7a. You should contact us immediately if you think a mistake has been made (by you or by us) when using our money transfer service. In certain jurisdictions, like the U.S., you may be entitled to statutory cancellation rights and error resolution remedies. See our Jurisdictional Terms for more information on how, when and if a money transfer can be cancelled.
8. Limits on a money transfer
8a. We may put limits on the number and value of money transfers that you can make in any period of time (e.g. daily, weekly, monthly).
8b. If there is a limit, we’ll tell you what it is before you request a money transfer.
9. Changes we can make to this agreement
9a. We’ll only make changes to this Agreement if it’s reasonable for us to pass the impact of the changes on to you. Some of our reasons for making these changes are explained in the table in paragraph 7 of the General Terms.
9b. Changes to the Fees and exchange rates provided in our additional terms will come into effect immediately.
9c. For changes that are clearly in your favour, we’ll tell you once we have made them. For all other changes, we’ll give you 2 months’ notice.
10. Ending this agreement
10a. You can end this Agreement:
· Immediately, within 14 days of registering on The SMA Portal.
· At any other time (and for any reason) by giving us one month’s notice.
10b. We can end this Agreement:
· For any reason by giving you the notice required by law (currently 2 months).
· Immediately, for any of the reasons provided in paragraphs 6.2 and 6.3 of the General Terms.
11. Cancelling a money transfer
11a. Once you’ve made a money transfer, you can’t usually cancel it and get your money back.
11b. You should contact us immediately if you think a mistake has been made (by you or us) while using our money transfer service.
11c. We don’t have to help you cancel the transfer, but we’ll try to help you if we can (or if we’re required to by law). You agree to assist us in this endeavour to the extent practicable.
11d. We may not be able to cancel your money transfer even if we try to. If this is the case, we won’t be able to refund you. We may still charge you reasonable fees for attempting to cancel the money transfer.
11e. If we’re able to refund you, we’ll normally refund the amount you have paid for the money transfer, less:
· Any of our Fees that have already been charged.
· Any reasonable fees for tracing, recalling or cancelling the money transfer.
11f. If another payment services provider tells us that someone has transferred money by mistake, we’re required to help them recover this. If you are in some way factually connected to the mistake, and we can’t recover this money, the payment services provider may give the person who accidentally sent this money your details. This is to help the person recover this money from you directly.
11g. If we ask you to and subject to law, you must immediately refund to us (or a third party we choose) money we transfer for you if, for example:
· We made a money transfer by mistake.
· We reasonably believe that you or someone else used our money transfer service in a way we don’t permit.
· We reasonably believe the money transfer is connected with illegal, fraudulent or prohibited activities (see paragraph 5 of the General Terms) carried on by you or someone else.
· Through using the money transfer service, you’ve broken this Agreement in any other way.
12. Your right to a refund
12a. Paragraph 4 of the General Terms sets out examples of when we may (and may not) refund you. We may also not be able to refund you if:
· You’ve given us the wrong information (for example, the wrong bank details to send money to).
· You haven’t been using the SMA services safely (for example, you haven’t kept your security credentials safe. For more information, see paragraph 8 of the General Terms).
· The SMA services were used to send money outside of the European Economic Area.
12b. Any request for a refund must be made:
· In writing, to the contact details in paragraph 8 of these Jurisdictional Terms.
· Within 13 months of you paying for the service that you’ve had a problem with.
12c. If we agree to refund you, we’ll do this as soon as possible. Subject to refunds made in accordance with paragraph 6 of these Jurisdictional Terms, we’ll refund you:
· The amount of the money (or its equivalent, like airtime top up) you’ve sent or transferred.
· Our Fees that you’ve paid.
12d. If we think there’s been any fraud in relation to your use of the SMA services or Channels, we’ll have to look into this before we can refund you. Once we’ve done this and we determine there's no evidence of fraud, we’ll refund you.
13. How to make a complaint
13a. If you have a complaint, let us know and we’ll try to fix it. You can make a complaint by contacting us online, by telephone, by email, or by post using the contact details set out in paragraph 8 of these Jurisdictional Terms.
13b. We’ll investigate your complaint as soon as possible. We’ll aim to give you a final response within 15 business days. Sometimes it may take us longer to handle your complaint. We’ll let you know if this is the case within 15 business days, and will give you a final response within 35 business days of your complaint.
13c. If you’ve made a complaint and you’re not happy, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) or equivalent in your country. This is an organisation set up by law to give consumers a free and independent service for resolving disputes with financial firms.
14. Contacting us
14a. You can contact us using the details set out on the SMA portal here.
14b. You’ll be able to trace your transactions on the SMA Portal.
14c. You'll be able to access records showing which of the SMA services you’ve used and any additional information such as our Fees.