Whistleblower channel

1. What this channel is for

The Whistleblower channel is intended for serious concerns about wrongdoing — typically matters that affect more than a single transaction and that the person raising the concern believes are not being handled appropriately through normal support or operational channels. Examples include suspected fraud or theft, payments that appear to facilitate money laundering or terrorist financing, attempts to evade sanctions, bribery, breaches of competition law, serious safety risks, environmental harm, and concerns about how personal data is being processed.

For routine support issues — order status, returns, refunds, account access — please use the live chat widget or the support address. Routing those issues through the Whistleblower channel slows the response.

2. How to raise a concern

• Email: [email protected]. This inbox is monitored by a designated member of senior management and not by general support staff.
• Post: addressed to "The Compliance Officer, Private & Confidential" at our registered office address. The envelope is opened only by the Compliance Officer.
• In person: you may request a confidential meeting via support; you are welcome to bring a colleague, family member, union representative or other witness.

3. What to include

To investigate effectively we usually need: a clear description of the concern, the names and roles of the people involved (if known), dates and locations, any documents or evidence available, and your contact details. You can raise a concern anonymously, but we may not be able to follow up on the substance or update you on the outcome.

4. What happens next

We acknowledge every concern within five working days of receipt. The Compliance Officer triages the report and decides on the appropriate investigation route, which may include internal review, external forensic assistance, regulator engagement, or referral to law-enforcement. We aim to share an outcome with the person who raised the concern within 60 days where confidentiality and legal constraints allow; complex investigations may take longer, in which case we keep the reporter informed of progress.

5. Confidentiality

We treat all concerns as confidential. Identifying information is withheld unless disclosure is required by law (for example, in response to a court order or as part of regulatory cooperation) or unless the reporter expressly consents. Investigation files are stored in a restricted location accessible only to the Compliance Officer and any specifically nominated investigators.

6. Protection from retaliation

We do not tolerate retaliation against any person who raises a concern in good faith, whether or not the concern turns out to be substantiated. Retaliation against a reporter is itself misconduct and is dealt with under our internal disciplinary procedures and, where applicable, under the Public Interest Disclosure Act 1998 (which protects qualifying disclosures made by workers in the UK).

7. Good faith and false reports

A concern is raised in good faith if the reporter reasonably believes the information is true and is not motivated solely by personal gain or by an intent to harm another person. Concerns raised in good faith are protected even if they later turn out to be mistaken. Knowingly false or malicious reports are themselves a breach of our Acceptable Use Policy and may result in suspension or termination of an Account and, where appropriate, referral to law-enforcement.

8. External avenues

You also have the right to raise concerns directly with a competent regulator or external authority — for example, the Information Commissioner's Office for data-protection matters, the National Crime Agency for suspicions of money laundering, OFSI for sanctions concerns, or the relevant trading-standards or safety authority for product-safety issues. Raising a concern with an external authority does not affect the protections this channel provides.

9. Contact for questions about the channel itself

If you have a question about how this channel operates (rather than a concern to raise), please email [email protected] with "[Channel question]" in the subject line.