Trust & regulation
The short version: we're authorised, your balance is ring-fenced, and every fee is disclosed before you confirm. Here's the detail.
GudMoney Ltd is authorised and regulated by the Financial Conduct Authority (FCA) as an Electronic Money Institution, Firm Reference Number 900412. You can verify our authorisation on the FCA Financial Services Register.
In Nigeria, GudMoney operates through CBN-licensed partner institutions for local settlement, card issuance and cash-in/cash-out services.
Safeguarding
Customer balances are held in segregated safeguarding accounts at licensed banks, separate from GudMoney's own operating funds.
Your balance is never used for GudMoney's own lending, trading or investment activity.
Safeguarding follows the UK Electronic Money Regulations 2011, independently audited each year.
Automated systems flag unusual account or transaction activity for manual review before funds move.
Every account is verified against government-issued identification before it can send or receive funds, in line with the UK Money Laundering Regulations 2017 and CBN AML/CFT guidelines. We screen transactions against sanctions and politically-exposed-person lists on an ongoing basis, and may request additional information for unusual activity.
If something goes wrong
Tell us what happened
Contact support in-app, by email at complaints@GudMoney.com, or by phone. We acknowledge every complaint within 24 hours.
We investigate
A dedicated complaints handler reviews your case. Most complaints are resolved within 3 business days; complex cases take up to 15 business days (35 in exceptional circumstances).
We respond in writing
You'll receive a final response explaining our decision and, where applicable, any remedy or refund.
Escalate if you're not satisfied
You can refer your complaint to the Financial Ombudsman Service, free of charge, within 6 months of our final response.
We aim to meet WCAG 2.1 AA standards across the app and this site. If you use assistive technology and hit a barrier, tell us at accessibility@GudMoney.com and we’ll prioritise a fix.