As an organisation we strive to provide great service to meet and exceed your expectations. However, if you have any concerns or believe your expectations have not been met, or if you want to raise an issue regarding a particular transaction or encounter with UCash, please feel free to reach out to us.

Send us an email on support@ucash.to and be sure to include the below information so we can assist you the best way possible:

• Your UCash Client ID,
• The details pertaining your concern
• The UCash Transaction ID (if any) related to your concern

Once we receive your email, our team will attend to the matter in line with our policies and practices and the local regulatory requirements.

We will:

• Acknowledge the receipt of your email,
• Assess the matter and concerns raised and ask for more information (if required),
• Complete the investigation once we have all the information, and,
• Email you with our response, explanation, and actions taken (if and where applicable).

We will look into your case as quickly as possible and will send you a response in line with the required timeframe as imposed by our policies and local requirements for more information. Please read the appropriate disclosure documents based on your country of residence. 

Our customers’ happiness is our topmost priority. Rest assured that we will do our best to make things right.

If you are unhappy with our email response and resolution to the matter you have raised, depending on where you reside and the applicable regulatory requirements, you may forward your complaint to the respective dispute body in the country that you registered in with UCash.