Privacy Policy

Data protection principles

We are committed to complying with applicable data protection laws and to handling personal data fairly, securely, and transparently.

• Used lawfully, fairly, and in a transparent way.
• Collected only for valid purposes that have been explained to you.
• Relevant to those purposes and limited to what is necessary.
• Accurate and kept up to date where possible.
• Retained only for as long as needed for the relevant purpose.
• Protected with appropriate technical and organisational safeguards.

What personal data we collect

We may collect personal data when you ask about our services, register with us, complete forms online, speak with us by telephone, speak with us in person, write to us, or complete transactions through the website.

The information we collect depends on the service requested. We only request information that is needed to provide the service, carry out compliance checks, or manage our relationship with you.

We also use cookies and similar technologies to understand website usage, maintain security, and improve the content and functionality we offer.

• Personal details such as your name, title, home or business address, email, telephone number, date of birth, gender, signature, and identification details such as passport or visa information.
• Financial details relating to your payment information and bank account details where relevant to money transfer or exchange activity.
• Additional details that may be required for anti-money laundering, counter-terrorist financing, proof-of-funds, or other regulatory checks.
• Technical data such as IP address, browser type, device information, pages viewed, and interaction data collected through cookies and similar technologies.

How we use your personal data

We use personal data only where a lawful basis applies and where the use is connected to providing, administering, or improving our services.

• To perform a contract with you, including completing transactions, responding to your requests, and contacting you in connection with the service you have asked us to provide.
• To comply with legal and regulatory obligations that apply to our business, including customer due diligence and reporting obligations.
• To send marketing communications where you have given consent and have not withdrawn it.
• To pursue legitimate interests, such as improving our website, services, operations, customer experience, and security, while respecting your rights and freedoms.

How long we retain personal data

Personal data is retained for different periods depending on the purpose for which it is used and the legal obligations attached to that purpose.

When deciding how long to keep information, we consider the nature and sensitivity of the data, the reason we collected it, the risk of unauthorised use or disclosure, and any legal or regulatory retention requirements.

• Legal and regulatory records, including transaction data, are generally retained for at least five years where required by law.
• Customer service records and complaint-handling information may be kept for the duration of our relationship with you and for a reasonable period afterwards.
• Marketing information may be kept until you unsubscribe or until we become aware that the data is no longer accurate.

Correspondence and data security

If you send us correspondence, including emails, letters, or other messages, we may retain that correspondence together with related account and customer service records.

We use modern security measures designed to protect personal data against loss, misuse, unauthorised access, and alteration. Personal data is stored in secure environments with restricted access and technical protections.

Although we follow industry-standard practices, no security measure is completely impenetrable and we cannot guarantee absolute security.

Third-party websites and direct marketing

Our website may contain links to other websites and services. We are not responsible for the privacy policies or content of third-party sites, so you should review their terms before sharing personal information with them.

With your consent, we may contact you by email, SMS, post, or phone with information about our services. You can unsubscribe from marketing communications at any time by following the instructions in our messages or by contacting us directly.

We do not support third-party spam practices and do not authorise the use of customer data for unsolicited marketing by unrelated third parties.

Your data protection rights

Subject to identity verification and the limits set by law, you may exercise a range of rights over your personal data.

• Request access to the personal data we hold about you and information about how it is processed.
• Ask us to correct inaccurate or incomplete personal data.
• Request deletion of personal data where there is no lawful reason for us to keep it.
• Ask us to restrict processing in certain circumstances.
• Request the transfer of personal data to you or, where technically feasible, to a third party.
• Raise concerns with us or make a complaint to a relevant data protection authority.

Privacy complaints and contact details

If you believe we have not complied with this Privacy Notice or the law, you may contact us and we will respond under our complaints procedure. We aim to acknowledge privacy-related complaints within 10 days of receipt and to provide a substantive response within 28 days.

If more time is required to investigate, we will let you know within 28 days and give you an updated timeline. Where appropriate, the complaint procedure may be extended by up to a further two months.

If you remain dissatisfied with the outcome, you have the right to raise the matter with a relevant data protection authority or the courts.