Personal FAQs

High-street banks are still the first port of call for many who wish to make international payments or buy travel money. However, they can charge very high fees, with some banks requesting up to £40 per international payment.

moneycorp has now been operating for over 40 years and work to provide competitive rates and lower fees to our customers, as well as providing a specialist and personal touch that the banks are unable to offer.

Price

The first reason we believe you should choose moneycorp instead of your bank is price. We offer competitive exchange rates and low transfer fees, typically working out cheaper than high-street banks.

Security

We pride ourselves on security and trustworthiness.

moneycorp safeguards all relevant funds in segregated, client accounts. This means all relevant funds are kept separate from our business accounts.

Integrity

From the very top of the organisation down, we provide a level of service that keeps our customers coming back to us and we’re proud to hold an excellent Trustpilot customer service rating. Our size is also a big part of our success, as we’re large enough to undertake the biggest transfers, yet small enough to add the personal touch to every transaction we make for our customers.

We’ve worked hard to build a reputation for excellence and are dedicated to maintaining it. That means treating every customer and every transaction with the care, attention and efficiency of service that we’ve become known for.

A growing name

With partners including The Guardian, CNN, The Telegraph and many more, we are honoured to hold the trust of numerous household names.

Our rates are based on a combination of factors:

• The current exchange rate: moneycorp has a panel of 18+ banks, all competing to offer us the best price on various currencies. Because we buy currency ‘wholesale,’ we can get you a rate closer to the interbank rate than you’d be able to get individually. We also add a smaller margin than the banks offer, meaning you’re saving twice.

• The amount transacted: moneycorp incurs costs for every payment it has to send. Therefore, sending smaller amounts of money through us will incur proportionately larger costs than larger amounts. When booking deals online with us however, it’s worth remembering that you’ll incur no transaction fees.

• The currency purchased: certain currencies are relatively ‘easier’ than others to send and receive due to their availability and other factors. When we get quotes from our panel of banks, ‘popular’ currencies, such as USD will be more competitively priced than lesser used currencies, which may have only one or two banks offering it.

You receive the same rate whether you pay by debit card or pre-fund your account by bank transfer.

Foreign exchange markets do not operate over the weekend. Therefore, the exchange rate you receive via moneycorp online during this period will not increase or decrease. At all other times, the rate you receive will be in line with live exchange rates.

Initially, a customer will transfer money into their online moneycorp wallet using one of our accepted payment methods. Once we can confirm receipt of funds, moneycorp carry out the exchange from the currency you have provided us (e.g. GBP) into the currency you wish for the recipient to receive (e.g. EUR). Once we have carried out the exchange, we forward the money onto the recipient. It is worth noting that the recipient can be yourself. For example, many of our clients who have emigrated use our services to send a pension that they receive in the UK to themselves abroad.

Some clients like to book their deal over the phone, whereas others prefer to do it using our online platform. Should you choose to phone us,* you will be connected with your own personal account manager, who will take sole responsibility for your transfers. This essentially means you’ll always be speaking to someone who is familiar with your needs and your past transactions. This member of staff will discuss the markets with you and inform you of the rate of exchange. Should you be happy to proceed, we will book in your order, and you will send us the funds.
*for amounts over £100,000 we require our clients to phone in

Many of our clients prefer to speak to their account manager on the phone for larger transfers. A small difference in the rate may make a large difference in the amount of a currency you receive. In these instances, speaking directly with an expert on the currency markets may lead to significant savings.

Alternatively, you can use our secure online platform to send money abroad.

You can pay using a UK-issued debit card, use the funds already on your International Payments Account or through a bank transfer. Much like online banking, you can view your transaction history with ease and store recipients, simplifying the process of making repeat transfers.

1) Open your moneycorp account online or over the phone on +44 (0) 20 7589 3000.

2) You’ll be connected with someone in our account opening team, who will take you through the account opening process.

3) Once we have completed our customer due diligence and opened your account, your personal account manager will contact you to discuss the currency markets, the options open to you and what your plans are regarding your payments.

4) If you wish to make a transaction, you can agree and book it verbally there and then. Alternatively, if you wish to delay making the payment, in the hope the rate will improve, you can ask your account manager to keep you informed of market movements, which they’ll be  happy to do.

5) In the event you decide to make a payment at that moment, we require you to verbally confirm this with your account manager. You’ll then receive confirmation (a Contract Note) of the transaction immediately after booking. At this stage, you’ll need to provide details of the beneficiary of your foreign currency payment. Details of any options that you buy will be sent in a similar manner. If we do not have the details of the recipient on file, you’ll be asked to fill out a Transfer Instruction Form (TIF) to provide us with the account details of the individual/company you want to receive the funds.

6) The next step is to instruct your bank to send the funds to the moneycorp Client Account. The funds must arrive in the account on or before the date the currency is to be paid out. Please remember to include the CK reference number, so we are able to promptly locate your payment.

7) Once your funds have cleared, we’ll send your foreign currency to the account specified on the agreed date. You can also trade foreign currencies and make international payments using our moneycorp online facility.

moneycorp have their headquarters based in London, but we have an international presence. We have further offices in:

• Ireland
• France
• Spain
• Romania
• UAE
• Hong Kong
• Australia
• USA
• Brazil

Depending on the location and the nature of your enquiry, we can often facilitate a face-to-face meeting to discuss your needs.

moneycorp is truly a global company, with local expertise.

Your customer number is a unique identifier that you provide to your account manager when you call up to discuss rates. This allows them to find you in the system immediately, something that is particularly helpful if your transaction is time sensitive or you are trying to take advantage of a favourable rate. If you can’t remember your customer number, they can also find you via the email address you signed up for an account with, or your postcode.

The foreign exchange markets are closed for trading on the weekends, and as such our UK offices are closed on Saturday and Sunday.

The office is open from Monday to Friday, 7:30am-9:00pm. To get in touch with us, please call us on +44 (0)207 589 3000.

If you wish to open an account with us, our account opening team operates until 8pm weekdays. After this, from 8pm-9pm, our account managers will be happy to take down your details and arrange for an account opening representative to give you a call back at a time convenient to yourself. Account manager and customer services desks are staffed until 9pm.

Dependent on the currency and country you’re sending your payment to, please remember that while we may be able to schedule the transfer, it may not reach your recipient on the same day. This can be true even in the event that the currency is what is known as a ‘same day currency’. In order to increase the likelihood of your payment going through earlier, it is best that you contact us earlier in the day as opposed to later.

You do not need to open a separate bank account in order to transfer money with moneycorp. The vast majority of our private clients use their current accounts to send us money to make a payment on their behalf. You can provide us with the funds via a debit card, a bank transfer or a cheque. Although, it’s worth noting that a cheque will likely cause a delay in the funds reaching your recipient, as we will need to wait for it to clear.

If you are in any doubt regarding payment methods, please don’t hesitate to contact us on 0207 589 3000, where a member of our staff will be happy to provide assistance.

We like to save you time as well as money, and that’s why opening an account takes just a few moments. You can complete an Account Agreement online or request a copy from a member of our team by calling +44 (0) 20 7589 3000

As a responsible and regulated provider of international payments and foreign exchange services, we require our prospective clients to agree to our online verification procedures, for which we require your name and address.

Sometimes this verification comes back inconclusively, in which case we will require a proof of address and a proof of identity document.

For proof of identity, we can accept:

• A signed, valid passport, with all four corners of the document visible
• Full photo card driving license (provisional driving licenses are not accepted). This can be used as proof of address or proof of identity, but not both
• A national identity card
• A UK firearms certificate or shotgun license

For proof of address, we can accept:

• A utility bill. This should be less than three months old. Mobile telephone bills are not accepted
• Full photo card driving license (provisional driving licenses are not accepted). This can be used as proof of address or proof of identity, but not both
• A local authority tax bill (must be valid for the current year)
• A bank statement. This should be less than three months old. Credit card statements are not accepted
• A letter or signed document. This should be less than three months old, from a regulated financial sector firm indicating an account, investment or insurance relationship
• A current tenancy agreement or local council rent card
• An item of Inland Revenue correspondence (not a tax notification), which should be less than three months old. Please note:
• Please do not obscure or redact any information from the documents that are sent to us.

We have a dedicated account opening team, who are happy to help you get set up over the phone, offering a more personal touch than some online-only money transfer firms. In order to set up your account over the phone, please call us on 0207 589 3000.

Please note that we may still require some documentation from yourself in order to verify your identity. Whilst most clients email this to us as an attachment, you can of course send a copy to us at our head office, the address of which is:

Floor 5, Zig Zag Building,
70 Victoria Street,
London, SW1E 6SQ
United Kingdom

Many of our clients prefer to have their accountant, solicitor, or other trusted advisor carry out their instructions on their behalf, particularly when making large transactions (e.g. buying a home abroad.)

moneycorp is happy to facilitate requests such as these. Firstly, we will register your account, either over the phone or online, and then provide an authorisation form for you to fill out. This allows your appointed representative to make trades and enquiries from your account on your behalf, allowing them to take control of your FX requirements for you. Of course, you’ll still have the ability to contact us and speak to your account manager, while you’ll be able to review all the activity on your account via our intuitive online platform.

In order to protect your online security and the integrity of your account, moneycorp utilises a two-step authorisation system when you’re accessing your account online for the first time.

You are sent an email containing an activation link, alongside an SMS message to your mobile device containing a PIN number. From here, you will need to click the link in the email and enter the PIN when prompted. You will then be taken to a secure page where you can create your login details.

If you don’t have a mobile phone, then your account manager will be able to provide you with a PIN over the phone. They may ask you some basic information in order to verify your identity.

A verification check will in no way affect your credit score, it is purely a way for us to ascertain that the person providing information is who they say they are. moneycorp carries out what is known as a ‘soft credit check. ‘Your credit record will state that we looked at the information on your file, but this will not affect your creditworthiness.

moneycorp is split into different corporate entities that are each capable of serving different territories. For example, the entity that serves the UK market is ‘TTT Moneycorp,’ and due to a ‘passporting’ agreement between the UK and the rest of Europe, this entity can also serve residents of the EU and Switzerland.

We then have entities that service the US, Australia etc., because they all have different prerequisites to operate there.

moneycorp is constantly working to expand the countries and territories we are able to serve, but the best way to find out if you’ll be able to open account with us, is to either phone us on 0207 589 3000, or select ‘sign up’ on the website navigation menu.

After entering your name and email address, you will be prompted to inform us of where you live if you live in one of the restricted territories, you will be informed that unfortunately, we’ll be unable to proceed with your application. It is worth noting however, that we are able to serve the vast majority of countries, and have clients worldwide.

If you have forgotten your password or username, visit the Login page and select the option ‘Forgotten your login details?’ underneath the login fields. 

You will then be presented with two options: ‘Recover my username,’ and ‘Reset my password.’ Select the applicable option, and follow the instructions provided.

Should you experience any difficulties, please email us at privateclientservices@moneycorp.com or call us on 0207 589 3000, where one of our dedicated customer service team will be happy to assist in getting you back online.

For security reasons, you are not able to change your address on the platform itself, you must get in touch with us directly.

Please email us at privateclientservices@moneycorp.com or call us on 0207 589 3000. One of our customer service representatives will be able to update your details once, for security purposes, they have verified your identity.

For security reasons, you are not able to change your email address on the platform itself, you must get in touch with us directly. 

Please email us at privateclientservices@moneycorp.com or call us on 0207 589 3000. One of our customer service representatives will be able to update your details once, for security purposes, they have verified your identity.

For security reasons, you are not able to change your phone number on the platform itself, you must get in touch with us directly. 

Please email us at privateclientservices@moneycorp.com or call us on 0207 589 3000. One of our customer service representatives will be able to update your details once, for security purposes, they have verified your identity.

For security reasons, you are not able to change your name on the platform itself, you must get in touch with us directly. 

Please email us at privateclientservices@moneycorp.com call us 0207 589 3000, where a member of staff will be happy to update your details, once, for security purposes, they have established that you are who you say you are, and not an impersonator trying to illegitimately access your account.

Login to your moneycorp account and click on your username in the top right hand corner. Select ‘Account Settings’ from the dropdown menu that appears. 

At the bottom of the Account Settings page, click the link titled ‘Change your password’ and follow the resulting instructions.

Login to your moneycorp account and click on your username in the top right hand corner. Select ‘Account Settings’ from the dropdown menu that appears. 

At the bottom of the Account Settings page, click the link titled ‘Change your security questions’ and follow the resulting instructions. 

Login to your moneycorp account.

From here, click on ‘Recipients’ to the upper left hand side of the screen.

Once you have selected ‘recipients,’ a new page will open, part of which will state ‘Add new recipient.’ Click here.

We will ask for some basic details of the recipient, such as their address, and account details, before you save what you have entered.

Once you’ve done this, when you next go to ‘Send a Payment,’ you will have the option of sending the funds to the recipient you’ve just saved. 

In order to view previous transactions, login to your moneycorp account. From here, click on ‘Transaction History’ to the upper left hand side of the screen. 

Alternatively, to see your recent transactions, simply scroll down to the bottom of the account ‘Overview’ page. Here you will see a short list of your recent transactions, as well as an option to ‘View Transactions’, which will take you to your ‘Transaction History’. 

You will be able to view transactions made between certain time periods, as well as by currency.

Occasionally moneycorp will temporarily disable your account, either for the convenience of a client, or the safety of their personal information.

There are three instances in which your account will become inactive:

• If you have an account with us, but have not made a transaction with us for two years, your account will lapse.
• If there is unusual activity on your account, and we cannot contact you to establish its veracity, we will temporarily disable your account as a precautionary measure.
• If you have previously requested for us to close your account.

If your account has become inactive, it is a very simple matter to reopen it- often taking a matter of minutes. Contact our customer service team by calling +44 (0) 20 7589 3000.

If you wish to close your account, you can do so by calling us on 0207 589 3000, or by emailing your account manager stating that you wish to request an account closure.

There are a couple of things worth remembering:

• Firstly, having an account with us carries no cost. However, this account will become lapsed after two years of inactivity. Leaving it open allows you easy access to rates and the facility to exchange if the need arises.
• Secondly, if you would like to close your account because you wish to stop receiving emails or other forms of communication, this can easily be facilitated by calling us or emailing us to update your preferences. All of our emails also contain a link for you to unsubscribe or modify your emailing preferences.

Exchange rates are affected by a number of factors, including:

• Economic data- all currencies are susceptible to the release of economic data. Some of the most famous of these are so-called ‘Commodity Currencies,’ like the Canadian Dollar, which is inextricably tied to the prices of commodities such as oil. For instance, if the price of oil rapidly rises, there is often a correlating rise in the price of CAD.
• Government debt- when a government finds itself in debt, particularly when it is not immediately apparent it has a way to recover, it often leads to a drop in investor confidence. This tends to necessitate a drop in the value of the currency.
• Political factors- if the government of the day is known to be economically responsible, relatively regulation-adverse or encouraging of inward investment, it is likely that investors will be attracted to the currency, thus increasing its value.
• Interest rates- if a country has very low rates of interest, investors are unlikely to hold funds in their native countries as they’ll see poor rates of return.
• Recession- when a country is in a recession (defined as a fall in GDP for two successive quarters), it is often considered a less attractive proposition for foreign investors. As a result, capital flows to the country will decrease as will demand for that currency. This will likely cause it to fall in value.
• Actions of speculators/investors- sometimes it is nigh on impossible to predict what is going to happen to the strength of a currency, due to the simple fact that there are countless parties purchasing and selling at any one time. Sometimes, for example, if a currency dips in value, multiple stop-loss orders will trigger, leading to a mass sell-off, ultimately devaluing the currency even further.

On paper, it may seem that the currency markets are relatively straightforward, but in practice there are an enormous number of factors affecting the rate of exchange - the above represent only a selection.

Foreign exchange markets are notoriously difficult to predict, and as a result speaking to one of our experts is strongly recommended. They’ll be able to talk you through what’s going on in the markets in an accessible way, and talk you through the options you have to get the most from your money.

IBAN is short for ‘International Bank Account Number,’ and contained within it are all the details of the recipient bank you’re sending the money to.

Whilst the longest an IBAN can be is 34 characters, it does vary up to this point. If you’re unsure about whether or not you’re looking at an IBAN, feel free to get in touch with us, we’ll be happy to draw some light on it.

IBAN’s contain:

• Country code
• Check digits (information that authenticates elements of the IBAN)
• Bank code
• Branch code
• Account number
• More check digits

It is very important to note that not all countries use IBANs. Australia uses SWIFT codes for international transfers, whilst the US and Canada use routing and account numbers in tandem.

Read our IBAN article for more information.

SEPA stands for Single Euro Payments Area, and was designed to streamline the process of sending money to countries that are within the SEPA zone.

The countries included are:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lichtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Sweden, Switzerland and the UK.

Whilst SEPA has a number of advantages, when it comes to international payments, the main one is the fact that payments in euro are no longer a slow and risky proposition. Essentially, SEPA ensures that banks can’t take a cut of the money you send, and the payment is guaranteed to arrive in time.

Since its introduction was finalised in 2014, its existence has made a big difference to the efficacy of euro transfers.

BIC/SWIFT consist of:

• Bank code
• Country code
• Location code
• Branch code (not every time)

BIC/SWIFT codes are essential when you’re transferring money internationally, and entering one incorrectly could result in your money not arriving where intended. Whilst there are websites that allow you to find your recipient’s BIC/SWIFT code, we recommend confirming it with your recipient themselves, as it can be difficult to retrieve funds once sent to the wrong details.

Read our BIC/SWIFT article for more information.

Your account number and sort code can be found in the following places:

• On your banking app
• On your online banking account, often beneath account name
• On your bank statement
• On your debit card, usually at the very bottom of the front-facing side
• On your cheques

You will need the recipient’s account number and sort code in order to send them funds.

The interbank rate is the rate at which banks and other top-tier financial institutions trade at. This rate is accessible only to a relatively select few, and individual consumers need to buy their currency via a currency broker or a bank.

moneycorp prides itself on being extremely price competitive, by having a panel of banks that compete to offer us the best price. We can then pass these savings onto you.

Because the majority of people still use their banks to transfer money internationally, the banks are able to continue charging relatively higher prices. Call us on 0207 589 3000 for a comparison quote, and see how much you could save.

Access a number of major interbank currency pairs in our Currency Zone.

Adding a new currency to your account is a very simple process, and with the moneycorp online platform, you can buy and sell any of 33 currencies, with a value of up to £100,000.

Simply login to your moneycorp account and select ‘Exchange Currency’ from your account page. From here, you will be prompted to enter the amount you’d like to exchange, and which currency you’d like to convert your funds to. You’ll also be told in clear terms the rate of exchange you’re receiving for the transaction, ensuring a completely transparent process.

Once you’ve selected the amount to exchange, you are given the option to pay for the transaction using funds that are already on account or to pay using a debit card. Paying using funds on account is instantaneous, whilst a debit card usually takes up to a day for funds to appear.

There are numerous payment methods we are able to accept. We can accept payment by debit card via our online platform or a wire transfer from your bank to us. Alternatively, you can visit your bank in person with our bank details and your payment reference and instruct them to make a transfer. You can also use your online banking, your mobile banking app, or telephone banking if you have this set-up.

If any of these payment methods are not suited to you, we are also able to accept cheques. However, please note that this is liable to lead to a delay in your transfer, as the funds may take longer to clear before we can proceed.

Please note, that for security reasons, we are unable to take payments by card over the telephone.

Understandably, a lot of our clients seek confirmation that we have received their payment, as they are often sending significant sums of money.

To this end, once the funds have arrived in your moneycorp account, you will receive a confirmation email. You can also, of course, check your available funds online or on the app.

When you have sent funds to your recipient, it is important that you check with them to ensure they have received the funds. It is extremely rare for money not to reach the intended beneficiary if you have provided us with the correct account details, however on occasion the transaction can be held up by the recipient bank.

If your recipient has not received the money in the time frame we have specified, contact us immediately so we can sort it out for you.

The minimum amount you can transfer online with moneycorp is £50, or the equivalent in whichever currency you’re converting.

The maximum amount you’re able to send with us online is £100,000, or the equivalent in whichever currency you’re transacting. If you have a purchase larger than this, please call us on 0207 589 3000, where your account manager will be happy to facilitate the trade. We have no upper limit on the amount to be transferred should you call in.

If you wish to cancel a payment after it is sent, it is best to phone us immediately. You will need to have your customer number at hand, the beneficiary details and any references used in relation to that payment.

Whilst moneycorp can certainly help you retrieve the money, we can offer no guarantees. During the process of booking a trade, you are prompted to ensure you are happy to proceed with the payment as it stands.

Please call us on 0207 589 3000 and speak to our customer service team to make amendments to an existing plan, or ask to speak to your account manager to set up a new plan and cancel the previous one.

A Transfer Instruction Form is something that we send to clients in order for them to add recipient details (such as their bank account details) in order for us to funds on your behalf.

The details we’ll request from you are:

• Contact number
• Client ID number
• Payment date
• Amount to be transferred
• Recipient account name
• Recipient account number
• IBAN
• Recipient bank name/address
• Country
• BIC/SWIFT code
• ABA/Routing number for US payments
• Sort/Bank code

Please note that some of the fields above are essential, these will be detailed on your TIF. Failure to provide these fields will result in delays and may cause additional charges to your transaction.

Once you have completed the Transfer Instruction Form, we request that you scan and email it to us at tif@moneycorp.com or fax it to +44 (0)20 7235 4250. Alternatively, you can post it to us at:

Floor 5, Zig Zag Building,
70 Victoria Street,
London, SW1E 6SQ
United Kingdom

It is worth noting that we will not be able to make your payment until we receive your Transfer Instruction Form. This means that if your transfer is time sensitive, post may not necessarily be the best option.

Should you need to make more than one transfer, we request that you photocopy or print multiple pages of the form and complete one for each transfer. Should you experience any difficulty in filling out the form, please feel free to contact us on 0207 589 3000, where one of our team will be able to help you.

A contract note is a brief overview of a booked deal and is sent to your email address whenever you make a transaction with us, both as confirmation that we have booked the deal for you and so that you can confirm that details of the transaction are correct.

Your contract note will contain:

• Client details
• Contract details, rate of exchange and total amounts being sent
• Settlement details, instructions on how to pay MC and the cost of the transfer

The contract note will arrive within half an hour of booking your transfer. If you have not received it after this time, we suggest you first check your spam folder before getting in touch with us on 0207 589 3000.

Proof of Payment, also known as an MT103, is a SWIFT message associated with payment. This is effectively a receipt attached to the transfer that the bank will have access to.

If you have sent a payment to us that we are unable to locate in our systems, a Proof of Payment provided by your bank acts as evidence that you have successfully made the payment, confirming the time, date and transfer method of the payment.

moneycorp exchanged £35.5bn in 2018, a total comprised of a huge number of individual payments.

Each transfer made with us is given a unique CK Reference Number. It is essential that you use your CK Reference Number when you make a transaction through your bank, as this allows us to assign money coming in as having been sent by you.

The CK Reference Number will feature prominently on your Contract Note, begins with ‘CK’.

Your account manager may also remind you to include the CK Reference Number.,

If you have forgotten to add the reference, it is probable that there will be a delay in your payment, as we will have to locate your payment amongst the many thousands of payment we receive on any given day.

In order to add a recipient, login to your moneycorp account and select ‘Recipients’ on the account navigation menu. Your Recipients page features a list of your recent recipients, as well as the option to search them by name, recipient type and currency. Using one of these options to find the recipient whose bank details you wish to change, you can select to ‘Edit’ the recipient and update the details.

As a foreign exchange broker, we require there to be an exchange of currencies to be able to assist you.

The Red Explorer Mastercard® is available online and to moneycorp international payments customers only.  

You are able to:

- Link the card with your moneycorp online account.  

- Load funds from your moneycorp online account in any of the available explorer card currencies.  

- Unload available funds from the card to your moneycorp online account  

- Enjoy preferential† rates when purchasing your travel money at any of our central London or airport branches.                 

† The preferential moneycorp rates are calculated by reducing the moneycorp retail margin when you top up your explorer card or purchase travel money in any moneycorp branch

In order to apply you must be a UK resident, aged 18 or over.

If you’re an international payments customer you can apply for a red explorer card online, via your moneycorp online account.

You can only have one active explorer card (red or white) at any given time. Additional card users are not permitted. 

- Delivery: The card will be with you between 7-10 days from the date of application. 

- Activation: You will need to activate your card before you can start using it by contacting Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK).

- PIN: The PIN will be revealed to you over the phone as part of the card activation.

You can change your PIN at any participating ATM in the UK and Europe that displays the Mastercard^® Acceptance Mark and has a ‘PIN change’ function on the list of options from which to choose.

In some countries, you may be asked for a six-digit PIN when using an ATM. However, explorer card uses a standard four digit PIN, which will still be accepted if the ATM has been set up correctly.

If you need assistance with any PIN issues, please call Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK).

Automated PIN reminders are available by contacting Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK). This service is available 24 hours a day, 7 days a week.

You can reload your card online or at any moneycorp branch.

Reload online:

Please note that before you can start to manage your card online you have to register it here first. 

Once you’re up and running online you will be able to reload funds in any of the available currencies and transfer funds from one wallet to another.

Payment method:

A debit card registered to your current address is the only form of payment that can be used to reload funds online. 

If you’re an existing international payments customer you can:

- Link the card with your moneycorp online account and enjoy the same rewards and benefits available on the starcard.  

- Load funds from your moneycorp online account in any of the available explorer card currencies.  

- Unload available funds from the card to your moneycorp online account  

- Enjoy preferential† rates when purchasing your travel money at any of our central London or airport branches.     

Please check our fees and limits for any applicable load limits that may apply. 

† The preferential moneycorp starcard rates are calculated by reducing the moneycorp retail margin when you top up your explorer card or purchase travel money at any moneycorp branch

Reload in branch:

To reload your explorer card in branch, simply present your card to a member of staff.

Payment method:

Both cash and a debit/credit card can be used to reload your card in branch. Please check our fees and limits for any applicable load limits that may apply. 

When you load your explorer card, payment will be taken in GBP, then converted into the currency wallet of your choice. If you are an international payments customer, you may be able to load the relevant currency directly onto the card, in which case no currency conversion takes place. 

We recommend you load your card with the currency (or currencies) that match your destination. If you are travelling to a country that doesn’t use one of the available currencies on your explorer card, the best option is to keep your money in the GBP wallet. If you make a transaction in a non-explorer currency, you can still use your card. We will automatically convert your available funds to pay for your purchase. Just bear in mind that a foreign exchange fee will apply (please refer to our fees and limits for more details). 

If you don’t have any funds on your card in the currency of the country you are in, or you don’t have enough funds to pay for a purchase in the relevant currency of the country you’re in, then the balance will be taken from another currency on your card in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED. A foreign exchange fee will apply (please refer to our fees and limits for more details). 

You can check your balance online, via My Account, the automated card balance service (see Card Services numbers below) – or at any moneycorp branch.

Card Services:

03300 101 808 (If calling from the UK)

+44 3300 101 808 (If calling from outside the UK)  

You can access your explorer card transaction history online, via My Account or by contacting Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK).

We recommend you check your transaction history at least once a month. 

If you notice a transaction on your card account that you do not recognise, please notify Card Services on +44 (0) 3300 101 808 without undue delay and in any event within thirteen (13) months of the transaction debit date. They will help you to check and confirm your transaction details. In the event that there’s an incorrect transaction, Card Services can start the dispute process on your behalf.

Yes, you can do this online. To update your debit card details, just log into your explorer card account and follow the steps to reload your explorer card.

As part of this process you will be requested to submit your payment details. Simply include your new debit card details at this stage. Please note, your new debit card must be registered to you at the same UK address as your explorer card.

This can be done over the phone by contacting Card Services on - 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK). 

In branch

Take your explorer card and a valid photo ID (i.e. a valid passport, EU/EEA National ID card or EU/EEA Driving Licence) to a moneycorp branch and advise a member of staff accordingly. 

A full GBP refund – less any applicable fees will then be issued to you. If your card balance is not in GBP, then a moneycorp staff member will be able to advise you of the exchange rate that will be applied.

By phone

Contact the Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK) and a full GBP refund – less any applicable fees will be issued to a UK bank or building society account in your name. You may also be able to redeem the balance of any unspent funds in a currency other than GBP through Card Services. Please note that your bank or building society may apply their own foreign exchange rate to convert the funds into GBP unless you have an account in the relevant currency.

Online

If you are an international payments customer, you can transfer all available funds to your moneycorp online account, however, you will still need to contact Card Services to request them to close the card account.

moneycorp does not charge a monthly service fee. Please note, however, that if your card is inactive for 12 months, we will charge a monthly inactivity fee of £3.

For fees and limits, please download our explorer brochure here.

In order to remove an explorer card from your account, you must first contact Mastercard customer services to cancel your card, regardless of whether you have a red or white explorer card. The Mastercard number to call is located next to the signature strip on the card itself.

Once this is done, please call our customer service team on 0207 589 3000 and inform them that you wish to remove a card from your account. This will then be carried out for you.

You cannot withdraw funds from your explorer card at any of our moneycorp branches. While explorer cards can be issued by our bureaus at the airport, and the staff there can help you set up a card and load funds onto it, they cannot withdraw funds for you and give you cash.

If there are funds on your account that you are looking to withdraw, please bear in mind that withdrawing pounds from your card in the UK will incur additional charges. Please call our customer service team on 0207 589 3000 or download our explorer brochure here for more information.

Where we refer to a Mastercard foreign exchange rate, this is the rate set by Mastercard and may vary throughout the day. You can check our foreign exchange rates and how they compare to the European Central Bank rates at www.travelprepaid.mastercard.com/rates.

You can check how our foreign exchange rates compare to the European Central Bank rates at www.travelprepaid.mastercard.com/rates.

You can use your explorer card online and at millions of locations and ATMs worldwide. 

There are some countries and geographic regions where the use of the explorer card is currently prohibited. If you attempt to withdraw cash from an ATM, or use your card at shops, restaurants, hotels and online in any of these countries or geographic regions, your request will be declined and the reason given as ‘Decline, prohibited country’.

The countries and geographic regions where the use of the explorer card is currently prohibited are:

• Iran 
• North Korea
• Sudan 
• Syria
• Crimea  

Your explorer card cannot be used for any of the following:

• Money transfers (i.e. – the sending of funds to a third party)
• Accessing money transfers
• Cash back services
• Purchasing goods or services from adult internet sites or gambling locations 
• Any other activities which are considered unlawful

You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of use.

It is not recommended that you use your explorer card for car hire, hotel reservations or on board cruises. This is because these merchants cannot predict exactly how much you will spend and typically reserve a greater amount than the final bill is expected to be (for example to cover for damages or mini bar usage). The merchant must advise you the amount of the pre-authorisation for you to authorise and while this money is reserved, you will not be able to spend it.

You may therefore prefer to use a different card for reservations and then use your explorer card to settle the final bill.

When using your explorer card at some merchants (see table below), you may be required to have an available card fund greater than the value of the transaction you wish to make. This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction, to ensure there are sufficient funds available to cover the final cost of the transaction. 

The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories listed below and at bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations tolerance is applied to all automated fuel pump transactions. 

Please see ‘How much more than the bill amount do I need to have on my card for transactions at bars, restaurants, and petrol stations?’ for further information on the additional amounts required.

You may also find that you have less money available on the card than you thought because you have used your explorer card as pre-authorisation of a final payment. Please see ‘What is pre-authorisation?’ for more information on this.

Please also see the ‘Using the Card’ section of your card terms and conditions. 

How much more than the bill amount do I need to have on my explorer card for transactions at bars, restaurants, and petrol stations?

When using your explorer card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available card fund. At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations, tolerance is applied to all automated fuel pump transactions.

The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction. 

For example, you have lunch at a restaurant and the total bill is US$50.00. You are required to have an available card fund or currency equivalent of at least US$60.00 for the transaction to be authorised ($50 + 20% tolerance ($10) = $60.00). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN. 

Please see ‘When I use my card at a bar, restaurant, or petrol station, how long are the funds reserved for and why?’ for further information on this.

Please also see the ‘Using the Card’ section of your card terms and conditions. 

When I use my card at a bar, restaurant, or petrol station, how long are the funds reserved for and why?

As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled. The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available card fund until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your explorer card, or for 7 days, whichever is sooner. 

If the final settlement amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount in the order of priority. Please see your explorer card terms and conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard^® to be the wholesale rate in effect on the day the transaction is processed by Mastercard^® plus the foreign exchange fee. Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN. 

As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your explorer multi-currency card), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations, tolerance is applied to all automated fuel pump transactions. 

Please see ‘What happens if I do not have sufficient funds available on my card to cover the value of the transaction plus the tolerance amount?’ for further information on this.

Please also see the ‘Using the Card’ section of your card terms and conditions. 

Your card may get declined in the following scenarios:

• When you don’t have enough money on the card  to cover the purchase (be aware that some merchants, such as restaurants and car hire companies, may require the card to have an available balance greater than the purchase amount, before they will authorise the payment)

• If a merchant is unable to check for authorisation (confirming that you have enough available funds) before a transaction is completed, the transaction will be declined. This could happen on board cruises, flights and trains, at motorway toll booths and some automated terminals, for example parking payment machines

• If you use your card at self-service petrol pumps. You can still use your explorer card to pay for petrol inside the petrol station

• When you have exceeded your daily spend limit (please refer to our fees and limits) 

• If you try to withdraw cash from an ATM and the amount is greater than the available balance on your explorer card (including any applicable fees) or more than the ATM's issuing limit. Please note: If an ATM screen prompts you to choose 'which account?', it is recommended that you choose the 'Credit' option. 

• If the merchant you are purchasing from does not accept Mastercard^® Prepaid

Your explorer card cannot be used for any of the following:

• Money transfers (i.e. – the sending of funds to a third party)
• Accessing money transfers
• Cash back services
• Purchasing goods from adult internet sites or gambling locations 
• Any other activities which are considered unlawful

There are some countries and geographic regions where the use of the explorer card is currently prohibited. 

If you attempt to withdraw cash from an ATM, or use your card at shops, restaurants, hotels and online in any of these countries or geographic regions, your request will be declined and the reason given as ‘Decline, prohibited country’.

The countries and geographic regions where the use of the explorer card is currently prohibited are:

• Iran 
• North Korea
• Sudan 
• Syria
• Crimea  

What happens if I do not have sufficient funds available in the relevant currency to cover the value of the transaction plus the tolerance amount?

If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available currency balance on your explorer card, the remaining amount will be funded by converting that amount into the next available currency on your card in the order of priority. Please see your explorer card terms and conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard^® to be the wholesale rate in effect on the day the transaction is authorised by the merchant plus the foreign exchange fee.  

At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations, tolerance is applied to all automated fuel pump transactions. 

Please also see the ‘Using the Card’ section of your card terms and conditions. 

What happens if I do not have sufficient funds available in my total available card fund to cover the value of the transaction plus the tolerance amount?

If you do not have sufficient funds available in your total available card fund to cover both the value of the transaction plus the tolerance amount, the transaction may be declined. 

For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your explorer card and there is a 20% tolerance applied to restaurant transactions. If the restaurant tries to charge your card with US$50.00, it will be declined because 20% tolerance is added to the transaction amount and there will be insufficient funds to cover US$60.00 ($50 + 20% tolerance ($10) = $60.00). 

Please ensure you remember to take the tolerance amount into account. If you are using your explorer card at one of the merchant types where tolerance is applied, you may be unable to use your card, unless you have enough in your total available card fund to cover the addition of tolerance. If the merchant supports it however, you can use your explorer card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your card. The cashier should process your card payment first, and then accept the remainder of the balance in whichever way you want to pay it.

At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations, tolerance is applied to all automated fuel pump transactions. 

Please also see the ‘Using the Card’ section of your card terms and conditions. 

You can only spend the available balance on your explorer card. 

If you don’t have any funds on your card in the currency of the country you are in, or you don’t have enough funds to pay for a purchase in the relevant currency of the country you’re in, then the balance will be taken from another currency on your card in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED.

A foreign exchange fee will apply (please refer to our fees and limits for more details). 

What is pre-authorisation?

In some places you may be asked for your explorer card as “pre-authorisation” of your final payment. It is not recommended to use your explorer card as a deposit with car hire companies, hotels or cruise lines. This is because these companies may estimate your final bill and will require a sum of money to be reserved on your card to cover this. The merchant must advise you the amount of the pre-authorisation for you to authorise but you will not be able to spend the reserved amount for some time. You can of course use your explorer card to settle your final bill.      

Once your explorer card has expired, you can apply for a new one.

How do I apply for a red explorer card? 

You can apply for a red explorer card via your moneycorp online account.

How do I apply for a white explorer card?

You can apply for a white explorer card at any of our central London or airport branches. 

When applying for a card in branch, please make sure you carry the following documents with you:

- Passport and EU/EEA Driving Licence

or

- EU/EEA National ID card and EU/EEA Driving Licence

For a full list of branches, click here.

If you choose not to apply for a new card, simply cash out your remaining balance – less any applicable fees. Please contact Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK), or visit any moneycorp branch. International payments customers can also transfer their remaining balance to their moneycorp online account.

Please contact Card Services immediately on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK). Card Services can then make the appropriate arrangements to minimise the impact on your trip, including organising emergency cash up to the available balance on your explorer card^ 

^ The emergency cash service may not be available in every country, depending on the availability of the money transfer network 

Please download a full copy of our fees and limits here. 

Yes you can. If you are spending the funds on your card in a non-explorer currency, then the best option is to keep your money in the GBP wallet, but bear in mind that a foreign exchange fee will apply. Please refer to our fees and limits for more details. 

Yes you can, however, you will incur a 3% fee. Please refer to our fees and limits for more details. 

We recommend you pay in the local currency of the country you are in to avoid unnecessary charges. See our user guide for more information.

If you use your explorer card in countries other than those that use explorer currencies, you may be asked which currency you would like to pay in. We recommend you pay in the local currency of the country you are in to avoid unnecessary charges. See our user guide for more information.

If you encounter a technical error, it is not unusual for client services to ask you to provide them with a screenshot in order for us to better assess what the issue is. In order to take a screenshot, open the window that contains what you have been asked to send by one of our colleagues. From here, it depends on the type of device you are using.

If you are using a computer press the “Print Screen” (often shortened to ‘PrtScn’) key. This tends to be in the upper-right corner of your keyboard and will take a ‘photograph’ of everything that is on your screen. Then press Ctrl + V into an email to one of our client service representatives. If no image appears, try going back to the page, pressing “Alt + Print Screen” to take a screenshot then again pressing Ctrl + V into the email.

If you’re using a laptop, you might have to press Fn + Print Screen or the Windows key + Print Screen.

From a mobile device, simply hold the lock key and the home key in conjunction for a couple of seconds – there should be a ‘clicking’ noise and an indication on the screen that your screenshot has been successful – to take a screenshot.

moneycorp does not recommend any specific browsers, but does suggest you do the following:

• Install and maintain your anti-virus software.
• Maintain a firewall on your personal computer.
• Keep all of your software up to date including updates you receive (e.g. Microsoft).
• Ensure you use the latest version of your browser (Internet Explorer, Firefox, etc).

Doing the above should ensure that your moneycorp online platform runs smoothly and, more importantly, that your security isn’t compromised.

View our security page for more advice.

A cache is essentially a temporary store of data that can be accessed with more immediacy than the main memory, allowing you to access websites quicker.

One example of how this works, is in terms of layout on your device. A cache stored to your mobile, for example, will mean that the website remembers how it should format specifically for your phone and not have to process how to do this every time you load the page.    

Whilst cached data clearly has its uses, it can become corrupted, causing usability issues. Furthermore, cached data occupies space on your device, which can slow its running. Our customer services team may therefore ask you to clear your cache if you’re having difficulty accessing our website.

In order to do this, it is usually a variation on similar steps:

• Open your browser
• Click on the tools/wrench icon/cog icon for settings
• Select ‘clear browsing data’/ ‘clear recent history’/ ‘clear cache’
• Some devices may ask you to select the time range you wish to clear

A cookie is a data file that is stored on your computer. It can contain a variety of information, including what you have previously put in your shopping cart, and what you have entered in form fields, and site preferences.

Cookies can be useful in terms of personalising your experience on the internet, but if you are experiencing technical difficulties, it is likely that our client services team will advise you to clear them.

The reason behind this is the fact that cookies can sometimes cause issues when you change an old password. Essentially, the cookies can stop a website from allowing you, as a user, access, as it is attempting to use an old password as authentication. Deleting your cookies, should solve this issue.

In order to delete your cookies, it is usually a variation on similar steps:

• Access your browser menu - it’s usually in the top right corner and may be indicated by three dots or lines
• Find and select the field entitled cookies/cookies and site data/ a variation thereupon
• Select ‘clear browsing data’ and clear within your chosen time period

View our cookie policy for more information.

There are numerous reasons you might be getting a blank screen when you try to login. Try the steps below:

• Clear your cache
• Clear cookies
• Open the page in a new browser
• If none of the above work, call us on 0207 589 3000 or send an email to enquiries@moneycorp.com containing a screenshot of the error message and a brief description of your problem

There are numerous reasons you might be getting an error message when you try to login. Try the steps below:

• Clear your cache
• Clear cookies
• Open the page in a new browser
• If none of the above work, call us on 0207 589 3000 or send an email to enquiries@moneycorp.com containing a screenshot of the error message and a brief description of your problem

Your PIN is part of our two-step authorisation process to ensure when setting up your online account, your identity is not compromised. If you have not received your PIN, it is unlikely to be emblematic of something serious; it is possible that your telephone number has been incorrectly entered. Regardless, please call us on 0207 589 3000, as you will need your PIN to be able to make payments online.

Should you be experiencing issues with your telephone, one of our customer service representatives will be able to provide your PIN to you verbally, providing you are able to verify your identity.

Entrusting your money to somebody else is always a daunting prospect, and moneycorp understands how important it is to repay the faith that has been placed in us. Having operated for 40 years, we have developed a reputation as a trustworthy and reliable foreign exchange specialist.

As an Authorised Payment Institution, we are required to safeguard customer funds held overnight (or longer) into segregated client accounts provided such funds are held in respect of a payment service.

We know that security is one of the most important aspects to consider when choosing a payments company, and so if you have any questions about our business practices, please call us on 0207 589 3000 where we will be happy to address any concerns.

moneycorp considers security to be of the utmost importance. We utilise the latest in technological innovations and regularly update the security training for our employees to ensure that when your money is with us, it is being looked after.

There are certain things that you can do to ensure the security of your moneycorp account as well:

• Always verbally check bank details with payees – if emails have been compromised, you could be sending your money to an identity thief.
• Always enter our web address www.moneycorp.com straight into your browser’s address bar. Do not use links from emails or any other sites that you do not trust.
• Why not download the moneycorp app? Available on the App Store and Google Play, the app ensures no data is stored locally on your phone while some supported devices will benefit from biometric security.
• For your protection, moneycorp sends you an SMS and/or email notification when a new recipient is set up on your account.* If you receive one of these messages and do not recognise the new banking details, please contact us immediately on +44 (0)207 589 3000.  
• If you have not added your mobile number to your account, please do so as soon as convenient by calling our Client Services Team on +44 (0)207 589 3000 to ensure you receive all future SMS alerts.

*moneycorp will attempt to send SMS notifications; however this may not always be possible and some networks may block these messages. moneycorp accepts no liability where an SMS message is not sent to you or where an SMS messages is not received by you.

For more information, please click here.

moneycorp is regulated by the FCA, who work with financial services firms to make sure that as a consumer you have a level of protection from unscrupulous providers. moneycorp has been in business for 40 years and knows the importance of trust.

In addition, your funds are kept in client segregated accounts, whose only function is to hold your funds for transactional purposes. What this means, is that if anything were to happen to moneycorp, your money would have a significant level of protection. Furthermore, in the past, certain financial firms have used client funds for their own purposes, for example using it to speculate on markets. With your funds in segregated accounts, you have the added peace of mind that your money is not being used for underhand purposes.

See Our Regulatory Information page for more detail.

One of the primary methods moneycorp will use to contact you is email. As a result, it is important you have the utmost faith in the communications you receive from us. Whilst the suggestions below should help you identify fake emails, remember that if you have any doubt a message isn’t legitimate, do not reply, don’t click on any attachments, and phone us at your earliest convenience, so we can provide assistance.

Scammers often try to mimic financial institutions. Please look out for giveaways such as:

• Illogical content. Due to the scammers need to hit many inboxes at once, they often go for very broad topics in their emails to fool as many people as possible. If you receive an email that isn’t at all, or is only tangentially related to foreign exchange, or doesn’t match an email we have sent you before, contact us to check its validity.
• Suspicious sender. Often, scammers will sign up an email address that is as close as possible to a legitimate ‘@moneycorp.com’ email address, for example, ‘john@moneyc0rp.com’.
• False sense of urgency. Frauds often try to use fear to meet their ends. If an email warns that your account will be shut down, or you’ll miss out on a prize if you don’t click on a provided link within a certain time-frame, treat it with considerable suspicion.
• Poor spelling and grammar can be a giveaway- think about whether a reputable organisation would allow an email to go out when riddled with errors.
• Never reply to an email that asks for your username or password, as they will try to use this information to take over your account. moneycorp will not ask you for your password.

No. Funds we hold for settlement of FX contracts, variation margin, initial margin and the proceeds of FX contracts awaiting delivery are safeguarded in segregated client bank accounts with highly rated UK banks.

One further point to note is that we are not able to use safeguarded funds for any other purpose. Therefore, we cannot use these funds as collateral with our own counterparties to secure our dealing lines.

Customer satisfaction is of paramount importance to us, so please let us know if you are not happy with any aspect of our service. We assure you that we will do our best to put matters right as quickly as possible.

Firstly, please allow us the opportunity to resolve the issue through our internal complaints procedure. If we haven’t managed to resolve your complaint within 72 hours of receipt, we will send you an acknowledgement to confirm we are still working on it and will keep you updated on progress. 

We will try to resolve any complaints you have about your payment instrument or the service we provide to you within 15 business days of receiving your complaint and in exceptional circumstances, within 35 business days (and we will let you know if this is the case).

In the event that you are not happy with the outcome, you may be able to complain to the Financial Ombudsman Service. Please see the ‘What if I am still unhappy?’ section below for further information. 

By Email

If you wish to make a complaint regarding the below please email us at explorercard@moneycorp.com 

• Applying for an explorer card
• Registering your explorer card online
• Managing your account online
• Linking your International Payments account to your explorer card
• Loading and unloading funds
• Updating your personal details

By Phone

Within the UK: 0330 010 1808
Outside the UK: +44 330 010 1808

If you wish to make a complaint regarding the items set out below or anything else; in the first instance please contact Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK). We will try to resolve your concerns over the phone in a timely manner. Alternatively, you can e-mail service_quality@accessprepaidww.com

• Activating your explorer card
• Lost and stolen card
• Where and how to use your explorer card
• Card fees
• Transactions on your account 
• Balance information
• PIN services
• Problems using explorer card

In writing:

Moneycorp Card Services
Access House
Cygnet Road
Hampton
Peterborough
PE7 8FJ

Important: Never send us your full card number. All we need is the last 4 digits printed on the from of your card and your name.  

For raising a complaints regarding our other services, please view our full complaints procedure on our contact us page.

If your query is not dealt with to your satisfaction, you may be able to refer it to the UK Financial Ombudsman Service, an independent body established to adjudicate on eligible disputes with financial firms. Their address is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom

Phone:

0800 023 4567 (calls to this number are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone).

0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs). 

These numbers may not be available from outside the UK – so please call +44 20 7964 0500 if you are phoning from abroad

Email: complaint.info@financial-ombudsman.org.uk

You can find more information on the UK Financial Ombudsman Service on their website: www.financialombudsman.org.uk

The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help consumers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform can then submit your complaint to the UK Financial Ombudsman Service to facilitate resolution of your complaint.

You can access the ODR Platform by clicking on the following link: https://ec.europa.eu/consumers/odr/  

You may use the ODR service if you are an EU resident and have a complaint about a product or service purchased from us online. As the ODR platform will ultimately re-direct your complaint to the UK Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance.