Trust & safety

People are handing over their savings on trust

Most of our customers cannot easily reach a branch to complain if something goes wrong. That raises the standard, rather than lowering it.

For customers

What protects the person at the counter

You confirm it is you

No service completes without the customer present and confirming their own identity. A shopkeeper cannot do it for you.

The amount is confirmed first

The customer agrees the amount before anything moves, and it is on the receipt afterwards.

You get a receipt

A record you can keep, with a reference that can be traced if you need to ask about it later.

Your PIN stays yours

Where a card is used, the customer enters their own PIN. The counter never sees it.

Charges are told upfront

Any charge is stated before the customer agrees. A counter adding anything extra is removed.

Somebody to complain to

If a counter treats you badly, there is a grievance process that does not go through that counter.

For counters

Nobody serves customers on day one by accident

Every counter is checked and approved before it can handle a single transaction. There is no way to sign yourself up.

Applications are reviewed by a person

Identity, business details and the bank account earnings will be paid into are all verified before approval.

Approval is granted, never assumed

A counter cannot begin serving customers until it has been explicitly enabled.

Conduct is monitored

Patterns that suggest a customer is being overcharged or misled are followed up.

Access can be withdrawn

A counter that breaks the rules is suspended. That is the point of approving them in the first place.

Handling information

What we hold, and what we deliberately do not

What is kept

A record of each service: what it was, when, and whether it completed
The reference a customer or counter would quote when asking about it
Details of the counter that handled it
The commission earned on it

What is not kept

Some information is needed to complete a service and for nothing afterwards. Holding on to it would create a risk that serves no purpose, so it is not retained once the service is done.

Customer PINs — never seen, never stored
The fingerprint used to confirm identity
Full card numbers

Our privacy policy sets out what is collected and why, and how to ask us about information relating to you.

Something not right at a counter?

If a counter has overcharged you or refused to explain a transaction, tell us. Complaints do not go through the counter you are complaining about.

Talk to us See how it works