Complaints Procedure

We work hard to provide excellent service, but we know things can sometimes go wrong. If you're not happy with our service, please let us know so we can make things right.

How to make a complaint

  • Email us at complaints@rivamoney.com
  • Call us on +44 (0) 20 8036 3678
  • Complete the complaint form available through your online account dashboard
  • Write to us at: Riva Money Ltd, 30 Churchill Place, Ground Floor, London, UK E14 5RE

When contacting us, please include:

  • - Your name and contact details
  • - Your account or transaction reference
  • - A description of what went wrong
  • - How you'd like us to resolve it

What happens after you make a complaint?

  • • Acknowledgement: We'll confirm we've received your complaint within 2 business days.
  • • Initial Response: You'll receive a full response within 15 business days.
  • • If More Time is Needed:
    • - In rare cases where we need longer, we may take up to an additional 20 business days.
    • - If this happens, we'll let you know before the 15-day deadline, explain why, and keep you updated.
  • • Final Deadline: You will always receive a response no later than 35 business days from when we received your complaint.

If you're not satisfied with our response

You have the right to take your complaint further:

Step 1: Contact TransactPay at complaints@transactpay.com

Step 2: If still unsatisfied, you can escalate to:

For GBP accounts:

Gibraltar Financial Services Commission

PO Box 940, Suite 3, Ground Floor

Atlantic Suites, Europort Avenue

Gibraltar

Email: complaints@gfsc.gi

For EUR accounts:

Office of the Arbiter for Financial Services

N/S in Regional Road

Msida MSD 1920, Malta

Website: www.financialarbiter.org.mt

Confirmation of Payee (CoP) Related Complaints

If your complaint is related to Confirmation of Payee (CoP) services, please follow the same complaints procedure outlined above. CoP-related complaints include but are not limited to:

  • • Issues with payee name matching or verification
  • • Problems with CoP warnings or alerts
  • • Concerns about payment processing delays due to CoP checks
  • • Technical issues with CoP system functionality

We will handle your CoP-related complaint with the same care and attention as any other service complaint, ensuring a thorough investigation and timely resolution within our standard timeframes.

We're here to help

If you have any questions about making a complaint or need help, our customer service team is available:

riva

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support@rivamoney.com+44 (0) 20 8036 3678

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GBP electronic money accounts and related payment services are provided by Transact Payments Limited, a payment and electronic money institution authorised and regulated by the Gibraltar Financial Services Commission (GFSC) to offer payment and electronic money services in Gibraltar and the United Kingdom. Registered office: 6.20 World Trade Center, 6 Bayside Road, Gibraltar, GX11 1AA. Incorporation number: 108217.

EUR electronic money accounts and related payment services are provided by Transact Payments Malta Limited, a payment and electronic money institution authorised and regulated by the Malta Financial Services Authority (MFSA) to offer payment and electronic money services in Malta and in the European Economic Area (EEA). Registered office: Vault 14, Level 2, Valletta Waterfront, Floriana, Malta, FRN 1914. Company number: C 91879.

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