Regulatory Compliance
11/12
FCA-authorised as e-money institution. Not covered by FSCS, but client funds are safeguarded. No major recent sanctions or fines.
Customer Satisfaction
18/23
CSAT/Survey: 78% satisfaction (Finder UK, 2025).
Review Sentiment: Trustpilot 4.2/5 (110K+ reviews, May 2025), App Store 4.7/5 (1.3M+), Google Play 4.5/5 (900K+).
Twitter/X: Praised for app features and FX rates, but complaints about slow support and account reviews.
Complaint Resolution: FOS data: above-average complaints for account access, most resolved within 2 weeks.
Product Value
11/13
Free tier available, strong FX rates, premium plans (£6.99–£12.99/mo) offer insurance, metal cards, higher limits. Some fees for cash withdrawals and crypto.
Customer Support
9/13
24/7 in-app chat, but support can be slow and sometimes unresponsive during peak times or account reviews. No UK phone support.
Accessibility
8/9
Highly rated iOS/Android apps, 25+ languages, no branches but global reach.
Transparency
7/9
Clear fee breakdowns for FX, ATM, crypto; some confusion over premium upsells and account review process.
Security
8/9
Biometric login, instant card freeze, 3DS, no major breaches reported in past 12 months.
Reputation & Innovation
10/12
Leading fintech, frequent feature launches (crypto, stocks, travel), but reputation affected by support issues.
