We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process (please see below).

We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here.

1. Submitting a Complaint to Lano

How to Submit:

• Email: Send your complaint to customersuccess@lano.io

• Online Form: Fill out the complaint form on our website at https://www.lano.io/

2. Information to Include

Your Contact Information: Full name, address, phone number, and email address.

Details of the Complaint: A clear and concise description of the issue, including relevant dates, times, and locations.

Supporting Documents: Copies of any relevant documents such as invoices, emails, payment confirmations

Desired Outcome: What you would like to see as a resolution to your complaint.

3. Timelines

Acknowledgement: We will acknowledge receipt of your complaint within 12 hours depending on the urgency:

• High: 8 hours (1 working day)

• Medium: 10 hours (1.25 working days)

• Low: 12 hours (1.5 working days)

Initial Review: Your complaint will be reviewed, and we will provide an initial response within 5 working days depending on the urgency.

• High: 24 hours (3 working days)

• Medium: 32 hours (4 working days)

• Low: 36 hours (4.5 working days)

Resolution: We aim to resolve most complaints within 30 business days. If more time is required, we will inform you of the delay and provide a revised timeline.

Complaints shall be resolved by the end of 15 business days following receipt of the complaint. A complaint is counted as resolved when a final response is issued to the complainant.

In exceptional circumstances, where the Lano is unable to issue a final response within 15 business days of receipt of the complaint, it has up to a maximum 35 business days from the date of receipt to issue a final response. In those cases Lano is expected to be able to present a compelling rationale for not resolving the case within the 15 business days time frame.

Where Lano is unable to resolve the complaint and issue a final response within 15 business days, it at a minimum will issue a holding response by this deadline. The holding response must include:

1. The reasons for the delay in answering the complaint;and

2. A deadline which the Client aims to issue a final response within. This deadline must not be later than 35 business days after the date the complaint was received.

4. What Happens Next

• Investigation: Our complaints team will investigate the issue thoroughly.

• Updates: We will keep you informed of the progress at regular intervals.

• Resolution: Once a resolution is reached, we will contact you with the outcome and any actions taken.
  

5. Escalation:

If you are not satisfied with the resolution, you may escalate the complaint to our senior management team for further review. External Review: If you remain dissatisfied, you may refer the matter to an external body, such as a regulatory authority or an ombudsman for Germany is BaFin