How many clients does one specialist carry?

Deliberately few, which is the reason for the $1M+ threshold. Taking every business that applied would turn this page into marketing rather than a description of how we work.

What happens if my specialist is on leave?

A second specialist already briefed on your corridors covers, rather than a general queue reading your file for the first time. You are told who, in advance.

Can I escalate straight to a founder?

For a compliance decision it goes to the Chief Compliance Officer, who is a co-founder, as a matter of process rather than as a favour. For anything else, ask and it goes to the director.

Do you charge for support?

No. Traces, evidence, re-cuts and reconciliation help are part of the service, not a billable extra. If a third party charges a fee for a recall or a trace, we pass it on at cost and tell you before it is incurred.

What if I think you handled something badly?

Say so and it goes up the ladder. There is also a formal complaints process with timescales, which exists precisely so the answer is not left to how a conversation goes.

THE DESK · WHO OWNS IT WHEN IT GOES WRONG

Every provider says a human will help. Here is the job description.

A named specialist, an escalation ladder that ends at a co-founder rather than a queue, and a rule we hold ourselves to: when something goes wrong you hear it from us before you ask. Also on this page, the four things we will not promise.

Talk to the desk See what happens when it breaks →

WHO YOU GETBY ROLE, NOT A ROTA

YOUR SPECIALISTNAMED AT ONBOARDING

Your account end to end. Pricing questions, payment status, evidence, and anything that goes wrong.

SECOND SPECIALISTKNOWS YOUR ACCOUNT

Cover when the first is unavailable, briefed on your corridors rather than reading your file cold.

COMPLIANCE OFFICERREVIEWS AND HOLDS

Any decision about a held payment or a document request. Reachable, and the decision is theirs.

TREASURYPRICING AND MARGIN

Your margin, corridor pricing, and the schedule review when your volume changes.

FEWER CLIENTS IS THE PRODUCT. WE TAKE BUSINESSES MOVING $1M+ A YEAR SO THIS STAYS TRUE.

Pick the thing that went wrong.

THE WORK MOVES BETWEEN TEAMS. THE PERSON ANSWERABLE TO YOU DOES NOT.

FUNDS HELD IN COMPLIANCE REVIEWREVIEW OPEN

CLOCK

T+0

· · ·

WHAT HAPPENS

The payment stops and a review is opened internally.

WHO DOES THE WORK

COMPLIANCE

WHO ANSWERS TO YOU

YOUR SPECIALIST

A TICKET QUEUE

Moves the work and the answerability together, so you restate the problem to a new person at every stage, and closes the case when the last message was sent rather than when the payment settled.

TIMINGS ARE OUR OPERATING COMMITMENTS DURING COVERAGE HOURS, NOT A GUARANTEE OF THIRD PARTY BANK BEHAVIOUR.

WHAT THE DESK ACTUALLY DOES

Six duties. None of them is answering a chat window.

01Pre-flight a first paymentA new beneficiary or a new corridor gets checked before it is sent, not after it bounces.

02Produce the evidenceThe MT103 or rail reference on settlement, in the form your supplier's bank accepts.

03Own a traceWhen a payment goes quiet, the chase belongs to us until it settles or is explained.

04Explain a reviewWhat compliance is asking for, why, and what to send. In one message.

05Re-cut a failed paymentCorrected and resent at the originally agreed margin, with no re-quote.

06Tell you when we are the problemIf the delay is ours, you hear that rather than a description of the correspondent system.

ESCALATION

Four rungs, and the top one is a co-founder.

At a firm our size that is not a boast, it is arithmetic. It is also the reason escalation here means a decision rather than a longer wait. Roles are listed rather than names, because people change and the ladder should not.

Formal complaints process →

01

Your named specialistDEFAULT OWNER

Everything, until they cannot resolve it themselves.

02

Head of operationsUNRESOLVED AFTER ONE BUSINESS DAY

Traces, returns, recalls, and anything requiring a decision across corridors.

03

Chief Compliance OfficerANY HELD OR DECLINED PAYMENT

Compliance decisions. A co-founder, and the decision does not get overturned commercially.

04

DirectorON REQUEST, ANY TIME

Relationship, pricing disputes, and anything you feel has not been answered.

A COMPLIANCE DECISION IS NEVER OVERRIDDEN BY COMMERCIAL ESCALATION. NOT FOR ANY CLIENT, AT ANY VOLUME.

HONESTLY

What the desk will not promise you.

A support model is only credible if its limits are printed next to it. If any of these four is a dealbreaker, better that you know now.

Round the clock human coverInstructions are accepted 24/7 with no cut-off, but a person is not awake at every hour. Coverage hours are stated in your onboarding pack and we will not imply a follow the sun operation we do not run.

That a receiving bank will move fasterWe can produce evidence, open a trace and apply pressure. We cannot instruct another institution, and any provider claiming otherwise is describing something they do not control.

That a compliance review can be hurriedEscalation gets you a clear explanation and a fast decision. It does not get you an exemption, and volume does not buy one.

A resolution time on a correspondent traceTraces move at the speed of the slowest bank in the chain. We will tell you what stage it is at, not invent a date.

HOW TO REACH IT

Send one reference. Skip the description.

WE CAN FIND A PAYMENT FROM ITS REFERENCE FASTER THAN FROM A PARAGRAPH.

EMAILtreasury@unicorncurrencies.comYour specialist and their cover both see it. Put the reference in the subject line and nothing else is needed.PREFERRED FOR ANYTHING WITH A DOCUMENT

DIRECT LINEYour specialist, not a switchboardIssued at onboarding. It rings a person who already knows your corridors and your counterparties.DURING COVERAGE HOURS

WHAT TO SENDOne reference is enoughAn MT103, a rail reference, or our own UC reference. We can find a payment from a reference faster than from a description of it.NO FORM, NO CASE NUMBER

What people ask before they rely on us.

Ask us about a payment that went wrong somewhere else.

WE WILL TELL YOU WHAT WE WOULD HAVE DONE, AND WHERE WE COULD NOT HAVE HELPED

Talk to the desk Compliance and pricing pack →