Complaints and mediation
Date: 8 January 2026
Claims procedure
At Osolto, the satisfaction and trust of our clients are a priority. We are your first point of contact for any questions, concerns, or complaints regarding our services.
We treat every complaint with seriousness, diligence, and transparency, in accordance with our internal complaints management procedure.
As part of the provision of certain payment and currency exchange services, Osolto works in partnership with regulated financial institutions, including Currencycloud and Ebury, which provide regulated payment and electronic money services. These partners are subject to strict legal and regulatory obligations, particularly concerning complaints handling.
When your complaint relates to regulated services provided by one of our partners, we inform them and work closely with them to ensure compliance with applicable standards. If necessary, you will also be able to access the complaints procedure of the relevant institution directly via its official website.
Processing times
We commit to:
Acknowledge receipt of any complaint within one (1) working day.
Provide a final response or resolve the complaint within a maximum of fifteen (15) working days from its receipt.
In exceptional circumstances, this period may be extended to a maximum of 35 working days. In this case, you will be informed with a reasoned explanation.
How to submit a complaint
Any complaint regarding the services offered by Osolto can be sent by email or post to:
Osolto – Complaints Service
60 rue François 1er
75008 Paris – France
Email : reclamations@osolto.com
Or via our contact form available on our website.
Consumer mediation
If you have not managed to resolve your dispute after sending us a written complaint (letter or email), dated, recalling the circumstances that led to the dispute and what you are claiming, you may refer the matter to the consumer mediator - designated below - if you have received a negative written response from us or if you have not received a response two months after sending your complaint.
In accordance with articles L.616-1 and R.616-1 of the consumer code, our company has set up a consumer mediation system.
The chosen mediation entity is:
CONSUMER MEDIATION DEVELOPMENT / MED CONSO DEV
In case of a dispute, you can submit your complaint on their website: www.medconsodev.eu
or by post by writing to
CONSUMER MEDIATION DEVELOPMENT
C/O Centre d’Affaires Stéphanois SAS
BUILDING L’HORIZON – ESPLANADE DE FRANCE
3, RUE J. CONSTANT MILLERET – 42000 SAINT-ÉTIENNE
CurrencyCloud
We work in partnership with Currencycloud, which provides regulated payment and electronic money services. Currencycloud, as a regulated financial institution, is subject to certain legal obligations, including those relating to the handling of complaints.
We keep Currencycloud informed of the complaints we receive regarding the payment and electronic money services they provide. Currencycloud oversees our complaint management to ensure it meets the applicable regulatory standards.
If Osolto is unable to resolve your complaint to your satisfaction, you can contact KIFID (dispute resolution authority for EEA customers): Email: consumenten@kifid.nl / Phone: 070 - 333 8 999 / Website: https://www.kifid.nl
However, if for any reason your complaint regarding the payment or electronic money services has not been acknowledged or addressed by us, or if you have concerns about how it has been handled, information on Currencycloud's complaint procedure is available here.
Recourse to the Financial Ombudsman
If you are not satisfied with our final response or if your complaint has not been resolved within the indicated timeframe, you can escalate to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent body set up to resolve disputes between consumers and regulated financial institutions.
Contact details for the Financial Ombudsman Service:
Website: https://www.financial-ombudsman.org.uk
Phone: +44 800 023 4567
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom
Ebury
As part of our partnership with Ebury and in accordance with applicable regulatory obligations, the General Terms and the complaint handling procedures vary depending on the client's place of residence.
We invite you to carefully review the documents corresponding to your geographical area in order to become aware of the contractual terms, applicable rights and the official complaint handling procedure.
Please select the jurisdiction that corresponds to your situation:
General Terms and Complaints Procedure of Ebury (clients based in the United Kingdom) : here
General Terms and Complaints Procedure of Ebury (clients based within the European Economic Area) : here
General Terms and Complaints Procedure of Ebury (clients based in Dubai) : here
If you need assistance identifying the applicable jurisdiction for your situation, you can contact us directly via our contact form.
