Brexit and the EEA
Prior to Brexit we have serviced our customers across the EEA from our UK licence with the Financial Conduct Authority (FCA) as a result of an EU wide service called “Passporting”. Passporting allowed us to provide our services throughout the EEA without needing a licence in each country. Because the UK has left the EEA, we no longer have passporting rights throughout the EEA. We have established an entity within an EEA country (Belgium) to regain those passporting rights in due course.
Due to Brexit, this may result in the temporary suspension of our services to you.
This may be for 1 of 2 reasons:
- You are not a UK Resident
- You are a UK Resident but have conflicting information on your account
Please read the following important information.
Please update or confirm your profile details. You can do this by navigating to “My Account” and then “Profile”.
Any accounts showing an address, mobile number, or country of registration outside of the UK will be temporarily suspended.
What does temporary suspension of our services to you mean?
You will still be able to view and access your account, but you will temporarily not be able to make use of our services.
If you are a UK customer and successfully update your details as stated above you will regain access to our services and your account will no longer be suspended.
If you are an EEA customer, you will be notified when access to our services has been reinstated in the coming months.
If you are a UK Customer:
- If your account shows you:-
- have an address in the UK (at which you are resident)
- you have a UK mobile number and;
- the country of registration is reflected as the UK:
then the changes will not affect you and you won’t need to do anything as you will continue to be serviced by our UK entity.
However, certain information listed on your profile appears to be outside of the UK. This means that we have to temporarily suspend our services to you with effect from the 22nd of January 2021.
You can prevent the temporary suspension of our services to you (or have the suspension lifted) if you are a UK customer and believe the details on your profile are incorrect.
You can do so by updating:
- Your address* if you are living in the UK. You must be living at this address – it can’t be a family or friend.
- Your mobile to a UK mobile number. This will be used to verify your account.
- Your country of registration to ensure it is listed as the UK. To do this, please update your profile in “My Account”
If you are an EEA customer:
For our EEA customers please note that our Belgium entity is in the process of applying for a license to service our customers across the EEA.
We expect this to be completed in the coming months and apologise for this inconvenience.
Once obtained, we will passport our Belgian license across the rest of the EEA. When that happens, your account will no longer be suspended and you will be notified via email of the lifted suspension and you will regain access to our services. We are sorry you are affected by these changes.
We ask that you please take this opportunity to update or confirm your profile details so that we have the correct information when we resume services to you.
You can do this by updating your profile in “My Account”.
We want to thank you for being a loyal customer and we are confident that our services to you will resume shortly.
You can refer to our Frequently Asked Questions here.
You can talk to our friendly and helpful customer care team by:
- Calling us on +44 (0) 20 7183 0052
- Sending a Whatsapp from your registered number to +44 (0) 20 7183 0052
- Live chat on our website.
We are open Monday – Sunday from 07.00 – 17.00.
You can also opt into receiving updates about our EU status here.
With our kindest regards,
The Mukuru Team
*If you are updating your address, we reserve the right to ask you to please provide us with proof of address for the updated address, at any time.