Is my money safe with you?
PagoFX is regulated in the UK by the Financial Conduct Authority (FCA) as an authorised payment institution. Funds held with us are safeguarded until the associated payment has been sent, and you are fully protected in the case of defective execution of any payment.
PagoFX complies with all relevant legislation and regulation in the UK, Europe and in other countries in which it operates. Some of these laws and regulations require us to hold or investigate your payment before we are able to process it, and whilst this is happening, your money remains protected with us.
What is the FCA?
FCA stands for Financial Conduct Authority. The FCA is the regulatory body, based in the UK, who make sure that all financial institutions (including PagoFX) adhere to the rules, obligations and regulations that they set. It’s a requirement that all financial institutions and services registered in the UK adhere to their guidelines – giving you an extra level of protection.
How secure is my customer data?
PagoFX has gone through the same product validation process as any Santander Group product has. This means we implement cyber security, financial crime and risk requirements needed.
Being backed by Santander means we take money and data protection seriously. For this reason, we ask for identity verification before a user can make their first payment, ensuring that they and their money stay protected every step of the way.
What does ‘bank-level security’ mean?
It represents the high security standards set by Santander that we uphold. Bank-level security is a promise to our customers that their money is as safe with us as it would be with a bank.
How do I make a complaint?
The best way to make a complaint is to contact us directly via in-app or web chat or by sending an email to email@example.com. Our support team are available from 9:00am to 6:00pm (UK time), Monday through Sunday including bank holidays.
Once we receive your complaint we will acknowledge it via email. We take all complaints seriously and will do our best to resolve any issues as soon as possible. If you are not happy with our resolution you may refer your complaint to the Financial Ombudsman Service.