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HanzePay – Policies & Complaints
At HanzePay, transparency, trust, and user satisfaction are core to how we operate. Whether you're a customer, partner, or visitor, this page provides direct access to our key policies and outlines how you can raise any concerns or complaints.
Our Policies
We’ve outlined our key procedures and policies below to ensure clarity and fairness in all interactions. You can download each document for full details.
- Information Security Policy
Learn how we protect systems, data, and information from unauthorized access or breaches.
📥 Download PDF - Data Policy
Our principles and practices for collecting, storing, and managing user data.
📥 Download PDF - Privacy Notice
Details on how we collect, use, and safeguard your personal data, in line with GDPR.
📥 Download PDF - Terms of Use
The legal terms that govern access to and use of HanzePay’s services.
📥 Download PDF - Complaints Policy
Step-by-step guidance on how to file a complaint and how we handle it.
📥 Download PDF - Safeguarding Disclosure
Our commitment to the safety and wellbeing of vulnerable individuals.
📥 Download PDF
Complaints Procedure
If you have a complaint or concern, we’re here to listen and act.
- Submit your complaint
Email us at compliance@hanzepay.com with a clear description of the issue. - We’ll investigate
Your complaint will be acknowledged within 1 business day and reviewed within 15 days. - Receive a resolution
We'll provide a written response with a proposed resolution or further steps.
Our goal is to treat every complaint fairly, promptly, and transparently.
Need Help?
If you're unsure which document applies to your situation or need assistance with a specific policy, don’t hesitate to contact our team via compliance@hanzepay.com.
Please ask our experts any questions you may have by filling in the contact form or calling us on +31 38 202 2883. We’ll be happy to help!
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For clients based in the European Economic Area, the issuance of e-money and the provision of related payment services forHanzePay B.V.are provided by CurrencyCloud B.V. CurrencyCoud B.V. is registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701)
Payment services in the United States are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here: https://usa.visa.com/legal/visa-global-services-licenses.html VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.
Payment and e-money services are provided by The Currency Cloud Limited. Registered in England No. 06323311.Registered Office: 1 Sheldon Square, London, W2 6TT, United Kingdom. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199).
HanzePay BV is a company registered in the Netherlands (number 84599200). Foreign exchange services are provided by Assure Hedge (UK) Limited which is authorised and regulated by the Financial Conduct Authority (firm reference number 783837) and is a company registered in England and Wales (number 10723112). The registered address is 45 Eagle Street, London WC1R 4FS, United.Policies & Complaints