22. SMS Messaging

22.1 Programme name: Bloomsbury Money Service Messages
Bloomsbury Money sends service SMS to clients who hold an account with us: one-time passcodes for multi-factor authentication, mobile number verification, and alerts about payments, foreign exchange activity, and information we need to process an instruction. We never send marketing SMS.
You are enrolled when you give us your mobile number during account opening. A mobile number is required because multi-factor authentication is mandatory for access.

22.2 Frequency. Varies with your activity. Messages are sent in response to something you do, not on a schedule. Message and data rates may apply. We do not charge for these messages; your mobile operator may.

22.3 Help. 
Contact support@bloomsburymoney.com or +44 (0) 203 6 333 333. Where a message comes from a phone number, you can also reply HELP.

22.4 Opt out. 
Contact support@bloomsburymoney.com or +44 (0) 203 6 333 333 and we will stop these messages. Where a message comes from a phone number you can also reply STOP (CANCEL, QUIT, OPTOUT, UNSUBSCRIBE, STOPALL, REVOKE and END also work; reply START to resume). Messages shown as coming from "Bloomsbury" cannot receive replies, so please use the contact details above. Authentication codes are sent through this programme, so opting out may prevent you logging in or authorising transactions.

22.5 Delivery depends on your mobile operator and is not guaranteed.

Our privacy policy: https://bloomsburymoney.com/privacy-policy

23. Communications and Notices

23.1  We will communicate with you in English, primarily by email, through the Platform or by other electronic means using the contact details you have provided. Notices sent by email are deemed received when sent, and notices posted on our website or the Platform are deemed received when posted.

23.2  You must keep your contact details up to date. Statements and transaction records are made available electronically through the Platform, and you must review them regularly and notify us of any error, unauthorised or incorrectly executed transaction, or security concern without undue delay and within the periods set out in Section 9.8 (payments) and, for Card disputes, within the timeframes applicable under Visa scheme rules.

24. Complaints

24.1  We are committed to handling complaints fairly, consistently and promptly, in accordance with our internal complaints procedure and the standards expected of registered persons under the JFSC’s codes of practice. A copy of our complaints procedure is available on our website or on request, free of charge.

24.2  How to complain. You may make a complaint free of charge by any of the following means: (a) by email to complaints@bloomsburymoney.com; (b) in writing to the Complaints Officer, Bloomsbury Money Jersey Limited, 3rd Floor, IFC5, Castle Street, St Helier, Jersey, JE2 3BY; or (c) by telephone on +44 (0) 203 6 333 333 or through your usual relationship contact or the support channels on the Platform. To help us investigate, please include your name, Account details, a description of the issue, relevant dates and transaction references, and the outcome you are seeking.

24.3  How we will handle your complaint. We will: (a) acknowledge your complaint in writing within five (5) Business Days of receipt; (b) investigate it competently, diligently and impartially, keeping you informed of progress; and (c) provide you with a final written response setting out our conclusions and any proposed resolution as soon as reasonably practicable and in any event within eight (8) weeks of receipt. If we cannot provide a final response within that period, we will write to you explaining why and indicating when we expect to respond.

24.4  Channel Islands Financial Ombudsman (CIFO). If you are not satisfied with our final response, or if eight (8) weeks have passed since you first raised your complaint and you have not received a final response, you may be entitled to refer your complaint, free of charge, to the Channel Islands Financial Ombudsman: Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands, JE4 9QG; telephone +44 (0)1534 748610; email enquiries@ci-fo.org; website www.ci-fo.org. Any referral to CIFO must generally be made within six (6) months of the date of our final response, and CIFO applies further time limits relating to when the events complained of occurred; details are available from CIFO.

24.5  Eligibility. CIFO can only consider complaints from eligible complainants as defined in its scheme rules (broadly, individuals and smaller businesses, charities and trusts meeting CIFO’s criteria). Many Professional Clients, including larger businesses, fall outside CIFO’s remit. Where CIFO is unable to consider your complaint, your remedies are as set out in these Terms and under Jersey law, and making a complaint does not affect your legal rights.

24.6  We record and monitor all complaints, and complaints data forms part of our internal governance and regulatory reporting. The JFSC does not investigate individual complaints on behalf of clients, but you may draw any matter to its attention at www.jerseyfsc.org.