FAQ's

How do I make an international payment?

  1. Enter transfer details
  2. Enter recipient details
  3. Enter payment details
  4. Review & confirm

What details will I require?

  • Details of the currencies you wish to buy and sell.
  • Your recipient's banking details.
  • Your payment details.

How do I pay for my money transfer?

  1. Debit/Credit card
  2. Funds held on your account
  3. Bank transfer

How much does it cost to make an international payment?

International payments are fee-free.

What currencies can I send online?

See the table below of the currencies available online.

Country Currency code
UAE Dirham AED
Australian Dollar AUD
Bahraini Dinar BHD
Canadian Dollar CAD
Swiss Franc CHF
Czech Koruna CZK
Danish Krone DKK
Euro EUR
Pound Sterling GBP
Hong Kong Dollar HKD
Croatian Kuna HRK
Hungarian Forint HUF
Israeli Shekel ILS
Jordanian Dinar JOD
Japanese Yen JPY
Kenyan Shilling KES
Kuwaiti Dinar KWD
Lithuanian Litas LTL
Moroccan Dirham MAD
Mexican Peso MXN
Norwegian Krone NOK
New Zealand Dollar NZD
Omani Rial OMR
Polish Zloty PLN
Qatari Rial QAR
Romanian New Leu RON
Saudi Riyal SAR
Swedish Krona SEK
Singapore Dollar SGD
Thai Baht THB
Tunisian Dinar TND
Turkish Lira TRY
US Dollar USD
South African Rand ZAR

What if the currency I want to transfer is not available online?

Should you wish to transfer a currency that is not available online please call freephone 0800 180 4809 or international +44 (0)20 3162 8080.

How do I change my details?

Click on "Your account" and select "Your details".

How long will you take to update my account with the new details?

  • Your account details and security details are updated immediately.
  • Your contact details may take up to a few hours to reflect on your account.
  • Your personal will require additional documents and will update once the documents are approved.

Why do I need to upload documents?

On occasion we will ask you to provide us with further documentation to verify identity and residential address when processing your account. We may also ask you to provide us with supporting documentation when making an international payment to your nominated recipient.

What documents will be required when setting up an International Payments account?

During your registration we will notify you should you be required to provide us with supporting documentation. This is often proof of identity and proof of address.

Below is a list of approved documentation. We would require one document from each category.

Category A
  • Current valid (signed) passport
  • Current valid (signed) photocard driving licence (full or provisional)
  • UK residence visa card
  • Current valid national identity card
  • Current firearms/shotgun certificate
Category B
  • A valid full UK driving licence or overseas photocard driving licence
  • Utility bills (gas, electricity, water, telephone) that must be no more than three months old (but not ones printed off internet) except from mobile phone bills
  • Local authority tax bill/council tax bill (must be valid for the current year)
  • Bank statements or debit card statements that must be no more than three months old (credit card and online statements are not acceptable)
  • System-generated or signed document, which should be no more than three months old, issued by a regulated financial sector firm in the UK or EU indicating that an account, investment or insurance relationship exists e.g. motor or household insurance, mortgage statement (online document not acceptable)
  • Evidence of entitlement to a state or local authority-funded benefit (including housing benefit and council tax benefit), tax credit, pension or other grant no more than 3 months old (online document not acceptable)
  • A current local council rent card or tenancy agreement
  • An item of Inland Revenue correspondence (except from P45 & P60) no more than three months old

Why must I provide documents to verify the international payment to my recipient?

As a payment services provider we are under obligation to perform a risk assessment of the countries in relation to money laundering. In a risk profile we must include multiple factors, in particular geographic location; however we also rely on official reports published by the international bodies and governments. We are therefore required to apply enhanced due diligence when dealing with clients who are making transfers to countries where anti-money laundering practices are not to the standards that are held in the UK.

This is not a reflection on the country as a whole; merely we must hold further proof of reason for transfers including how funds have been generated.

In which format will you accept my documents?

We only accept these file types (.pdf, .jpg, .gif, .doc) to a maximum size of 8 MB

If you are unable to upload the documents online you can scan and email them to clientservices@postofficeinternationalpayments.co.uk or fax to 0203 162 8282

What documents will you require to verify my recipient?

Once you have provided us with the recipient details, destination country and the reason you are transferring funds we will confirm on screen what documentation we would require from you.

What are outstanding actions?

If you have any outstanding actions an alert will appear at the top of the page. It will highlight anything you may have to complete, for example, you may be required to provide us with additional documentation.

What is meant by Frequent recipients?

This section displays the recipients you most often make international payments to. You can transfer to your recipient from here.

What is meant by Frequent currency pairs?

These are the currency pairs that you buy and sell frequently. This section shows you the current exchange rate along with the option to make an international payment.

How do I get an exchange rate?

The exchange rate tool which is found on the home page allows you to choose a new currency pair. After you have selected the currencies you want to exchange you will see an instant quote.

What does the calendar show me?

The calendar enables you to view any international payments, you have made and when we have received your funds. This also shows when your payment has been processed along with important events such as public holidays. Each event with will be colour-coded so you can keep a clear track of your international payments.

What happens if my card payment fails?

When you make a payment by either debit card or credit card the information provided will go through security checks. If the payment fails, there is likely something to be wrong with the information that you have provided or your bank has declined the payment for a specific reason. Whilst we may not have the full reason as to why your payment has either failed or been declined, we will be able to tell you what you need to do next.

What is 3D Secure?

3D Secure was developed by Visa & MasterCard to improve the security of internet transactions. This service will allow authentication of cardholders through the use of specific information and password. When using our online service you must ensure that your card is registered, if you are unsure please check with your card issuer.

What are my payment limits?

  • The minimum transfer limit is £250 or equivalent if transfering a different currency .
  • If paying by debit or credit card the maximum amount you can transact at any one time is £70,000.
  • If paying by bank transfer or funds on your account; the maximum amount you can transact online is £300,000.

Should your transfer exceed the online limit please call us on freephone 0800 180 4809 or international +44 (0) 20 3162 8080. Before making any payment to us please check your bank's daily limits.

How does the Rate Tracker work?

Our rate tracker does the hard work for you and monitors the excahnge rates for the currencies you wish to transfer:

  • Request a rate limit you wish to achieve.
  • Set an alert should the rate move above or below your desired rate .
  • Set the timescale you want the rate tracker to be in place for.

Should the limit you set trigger we will notify you by email, SMS or both.

What if the rate limit is not achieved by the timescale I set?

If the rate does not achieve the rate limit that you set, the tracker will automatically expire and you can then set yourself another rate limit.

How do I add a recipient?

To add a recipient click "Add new recipient" you will find this on the "Transfer money" drop down menu.

What bank details will I require?

Depending on the country you are transferring to, we will require the following:

IBAN Number

Is also known as International Bank Account Number, which is predominantly used within the European Union. When entering the IBAN number this is checked against our validation system.

Sort Code

The Sort Code is a numerical code used in the United Kingdom & South Africa to identify a specific branch of a financial institution.

BSB Code

The BSB Code is also known as the 'Bank State Branch' code and is a six digit code which is commonly used in Australia & New Zealand.

Account Number

The account number is the primary identifier of the person or company you are paying.

BIC/Swift Code

This is a unique code of a particular bank you are transferring to. The BIC/Swift Code is alphanumeric, to validate this you can go to click here

Routing/ACH Number

This is a unique routing number which can also be known as a fedwire number.

What is manage recipients?

  1. Details all your recipients, which you can sort and search
  2. Edit or delete your recipients
  3. Upload any missing documents required for recipients
  4. Shortcut to make a transfer to your recipient

What is an intermediary?

To make international payments securely sometimes you will need to use an intermediary, occasionally known as a 'correspondent bank'. The intermediary bank will act as a 'middleman' between sending and receiving your transfer.

Your recipient will provide you with bank account details should you be required to route your international payment through an intermediary. However, this is rarely required and if you are not aware of any intermediary details then you can leave this section blank.

Please note our account details are not intermediary bank details.

What browsers are we compatible with?

To ensure that Post Office International Payments is able to provide accessibility on the majority of browsers we have extensively tested our system on the following:

  • Google Chrome
  • Safari
  • Mozilla-Firefox
  • Microsoft Internet Explorer 8,9 & 10

If the browser you are using is not listed above you may need to download the latest version of one of the above browsers to be able to use our online system.

How do I update my browser?

This can be different depending on your default browser.

Most Laptops & PCs are installed with the default browser being Microsoft Internet Explorer. You can check if you have the most updated version by selecting the option "About Internet Explorer", to download the latest version of IE you can click here and follow the steps.

To ensure that Google Chrome is the most up to date version you can check the "Customise Section" on the application and select "About Google Chrome", this will then provide you with help ensuring that the browser is up to date.

To download Google Chrome for free click here .

As Safari is commonly used on iPads & iPhones this should automatically use the most updated version.

Can I cancel my international payment?

When setting up your international payment, please ensure that you check all details are correct as once you confirm the payment you will be unable to change or cancel this request.

What if my personal details have not been updated?

With any request to make a change to your personal details, we will always require supporting documentation. Once these have been checked against the changes that you have requested we will authorise the changes accordingly.

We will aim to do these within 48 hours.

What if I want to remove my card details?

If you wish to remove any of the card details that you have added for previous transfers you can delete them.

  • You will need to go to the "Your Account" section
  • Select "Saved Cards"
  • This will show you a list of the cards that you have had saved to your account
  • To delete the specific card you want to delete go to the Red Bin and click
  • Your card details will then be removed from your account

What if I have transferred my funds to the incorrect recipient?

As soon as you have realised that you have sent the funds to the incorrect account, please call us on freephone 0800 180 4809 international +44 (0)20 3162 8080. We can then place a recall on these particular funds.

A recall of funds can take around 5 working days to receive back, so you may want to inform the correct recipient that there will be a delay in them receiving the funds.

What if my recipient has received the funds short?

When sending funds to any recipient regardless of where they are situated in the world, it is always advisable to check with them if the receiving bank is likely to apply a charge so that you can incorporate this within your transfer.

What if I cannot see the payment I have sent to my account?

Depending on your selected payment method, there will be a different timescale.

  • Payment by Debit Card will credit your online account the next available working day.
  • Payment by Credit Card will credit your online account the next available working day.
  • Payment by Bank Transfer can take 2 to 24 hours to credit your online account unless you have chosen to pay by BACS and then your funds will credit us within 3 working days.

What is a username?

A username is something you create during the registration process which is unique and specific to you.

What is my password?

A password is unique to you, which can consist of lower case, upper case, numbers & symbols.

The password is a minimum of 8 characters long.

What is a security question / answer?

A security question is a question that you have selected during the registration process.

The answer you provide is unique and specific to you.

What happens if I forget my username?

Should you forget your username, you can simply click on the Forgot username link which is located on the login page. You will then be asked to provide your registered email address, which we will send your username to.

What happens if I forget my password?

If you forget your password, you can simply click on the Forgot password link which is located on the login page. Follow the instructions to reset your password.

What is Remember me?

By selecting the Remember me tick box on the login screen, your username will be populated when you login next.

Our complaints handling procedures

Customer satisfaction is of paramount importance to us, so please let us know if you are not happy with any aspect of our service. We assure you that we will do our best to put matters right as quickly as possible. Firstly, please allow us the opportunity to resolve the issue through our official complaints procedure. In the unlikely event that you are not happy with the outcome, you may be able to complain to the Financial Ombudsman Service.

How can I make a complaint?

Please speak to a member of our client services team as they are likely to be in the best position to assist. Alternatively, you can contact us via any of the methods listed below.

Online

In the 'contact us' section of the Post Office International Payments website there is a customer service contact email which you can use to provide details of your complaint.

Telephone contacts

0800 180 4809 Alternatively +44 (0)203 162 8080 if calling from outside the UK

Write to us

Post Office International Payments
Moneycorp
Zig Zag Building, Floor 5,
70 Victoria Street,
London
SW1E 6SQ

What will happen next?

Your complaint will be passed to the relevant department and you can expect an initial acknowledgement of your complaint within 1 business day from the date this is received by Post Office International Payments.

Post Office International Payments takes customer complaints very seriously and we will investigate all relevant facts when reviewing your case. You will receive our final response within 8 weeks of the date of your complaint.

Escalating complaints

If you are not happy with how your complaint has been handled, please email the following address: clientservices@postofficeinternationalpayments.co.uk.

What if I am still unhappy?

We aim to resolve complaints internally. However, if you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint with us and it has not been addressed, you may have the right to refer your complaint to the Financial Ombudsman Service.

However, please note the following:

• Only private individuals and small business (micro enterprises) have the right to take their case to the Ombudsman.
• The Ombudsman will only consider complaints about regulated products and services (Post Office International Payments regulated activities are payment services).

You can contact the Financial Ombudsman Service at this address:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

website: www.financial-ombudsman.org.uk
email: complaint.info@financial-ombudsman.org.uk
phone: 0845 080 1800 or 0300 123 9 123

Improvements to International Payments

On 2 May 2014 we made some key changes to our International Payments service. The service is now provided by TTT Moneycorp Ltd and has been optimised for phones and tablets and features a number of additional enhancements. All your current services remain the same. As a result of these changes, we’ve had to update our terms and conditions. We are also taking this opportunity to update our customer records so the next time you login, you will be requested to provide your up-to-date contact information as well as agree to the revised terms and conditions.

Why has Post Office changed the service?

Post Office has changed supplier to offer a faster, simpler system for making international payments. As well as significant improvements to the online platform, the currencies and destinations we offer payments to, has increased.

Is this Phishing/has the website been taken over fraudulently?

The only way to access the service is through the official Post Office website. They will be able to confirm that this is not a fraud. There have been communications by email, from both the previous supplier and Post Office to ensure that you are aware of the change in service.

Why do I have to verify my details?

As a payment service provider regulated by the FCA, we are obliged to confirm the registration details of all our clients when moving suppliers.

Why is my login not working?

In updating the service we have improved our login procedures to offer a higher level of security for our clients. In order to login to your account you will need to verify your details the next time you login. While this may take a few minutes to complete, we feel it will be worthwhile to ensure the highest security of your details and funds.

Who do I contact about my transaction?

If your transaction was conducted before the 3rd May 2014 call 01753 829019. If your transaction was conducted on or after the 3rd May 2014 please login to your account at www.postofficeinternationalpayments.co.uk or call us on 0800 180 4809 / +44 (0)203 162 8080.

When I previously registered, I did not have to supply any documentation. Why do I have to now?

There are many systems used for identity checking. There can be many reasons that on one system you are recognised while on another you are not. In this instance we need this documentation because the system has been unable to verify you at your address.

Why do I need to provide compliance documentation again to make a payment?

If you are sending money to a High Risk Jurisdiction we are legally required to obtain documentation to support the transfer. As a payment service provider regulated by the FCA, we are unable to rely on documents provided by a previous supplier.

Will the transfer times and exchange rates for payments be the same?

Yes. In changing supplier we have ensured, at least the same level of service on all counts, however, in the great majority of instances there should be an improvement.

Which account details do I send funds to pay for my currency?

The accounts that you send funds to have changed – full details can be found online.

What is the maximum/minimum I can transfer?

From £250 to £70,000 if you are paying by debit or credit card. You can make a transfer of up to £300,000 online, and there is no maximum limit over the telephone.

Is the company authorised by the FCA?

The International Payments service is provided by Moneycorp. Moneycorp is a trading name of TTT Moneycorp Limited. Registered in England: No. 738837. TTT Moneycorp Limited is authorised and regulated by the Financial Conduct Authority for the provision of payment services. Moneycorp FRM is authorised and regulated by the Financial Conduct Authority for the conduct of designated investment business.

How long has the company been in operation?

Moneycorp has been dealing in foreign exchange since 1979.

What is the net worth of the company?

As at 31 December 2012, the net assets of TTT Moneycorp Ltd were £18.5m.

What is the company’s Dun & Bradstreet Rating?

Moneycorp has a Dun & Bradstreet rating of 4A1*.

The Dun & Bradstreet Maximum Credit Rating for Moneycorp is £23,333,500*.

*Ratings taken from DNBi Report dated 30/10/2013

How do I make a query or report an issue?

Existing customers should contact clientservices@postofficeinternationalpayments.co.uk or call 0800 180 4809 / +44 (0)203 162 8080. New customers should contact enquiries@postofficeinternationalpayments.co.uk or call 0800 180 4809 / +44 (0)203 162 8080.