Why hasn't the beneficiary received the funds?

There are a several stages for the payment order to successfully happen and for the funds to successfully reach the beneficiary. During the transaction the platform may state that the transaction is now complete, but the beneficiary has not received the funds, there could be a number of reasons for this, for example, we could be safeguarding the funds or have earmarked them as part of the payment order.

If the withdrawal is marked as ‘Completed’ on the platform, our operations team has given the instructions to withdraw the funds on our end to the beneficiary that you have chosen. If the funds are taking longer to reach the beneficiary, it could be due to the beneficiary’s bank processing the payment, bank holidays delaying a payment, or additional compliance checks being performed by the recipient’s bank.