Consumer Protection

Customer Protection Policy

I. Introduction: Commitment to Customer Protection and Fraud Prevention

At Altras International Ltd, we take your security and protection seriously. As an FCA authorised money remittance service provider, we adhere to strict regulations and implement comprehensive measures to safeguard your personal, financial, and transaction data. Our goal is to ensure that every transaction conducted through our services is safe and secure.

We believe customer protection goes beyond just compliance; it’s about creating a secure environment where you can trust us with your money. This policy outlines the steps we’ve taken to protect your interests and educate you about the potential risks you may face.

By following this policy, we aim to provide transparency, reduce risks, and enhance your trust in our services. We are dedicated to aligning with UK and EU laws, including the Financial Services and Markets Act, Data Protection Act 2018, and FCA regulations, to ensure that we maintain the highest standards of customer protection.

II. Fraud Prevention: Key Measures and Guidelines

At Altras International Ltd, protecting our customers from fraud is not simply a regulatory requirement it is a central tenet of our duty of care. Fraud continues to be a prevalent and evolving threat across the financial services sector, and as a regulated firm operating under the oversight of the Financial Conduct Authority (FCA), we are fully committed to preventing fraudulent activity and safeguarding the interests of our customers.

We recognise that fraud prevention is most effective when it involves a shared responsibility between the service provider and the customer. While we deploy advanced systems and internal controls to detect and deter fraud on our platforms, it is equally vital that our customers remain informed and vigilant. By understanding the nature of common fraud schemes and adopting a cautious approach to financial transactions, customers can play an active role in protecting themselves from harm.

To support this, we have set out below a detailed guide to the types of fraudulent schemes that customers may encounter, along with practical advice and preventive measures that can significantly reduce the risk of financial loss.

1. Practical Steps Customers Can Take to Protect Themselves

We encourage all customers to consider the following general principles as part of their financial decision-making process. These actions are not exhaustive, but they form the foundation of sound fraud prevention:

Never send money to someone you have not met in person.

Be particularly cautious when communicating online or through social media. Fraudsters often exploit anonymity and emotional manipulation to build false relationships, then fabricate compelling reasons for requesting funds. Verify the identity of recipients and, wherever possible, meet them in person before initiating a transfer.

Avoid sending funds for taxes, fees, or “advance payments” to claim winnings, inheritances, or prizes.

One of the most common fraud types involves telling victims they have won a lottery or inherited a fortune but must first pay a “release fee” or “government tax” before receiving the funds. These are classic hallmarks of fraud. If you did not enter a competition or are unaware of a legitimate inheritance, treat such claims with deep scepticism.

Do not rely solely on security questions.

Security questions, especially those with publicly accessible answers (e.g., mother’s maiden name or name of your first school), offer limited protection. We recommend using strong, unique passwords and enabling Multi-Factor Authentication (MFA) wherever available, including within our own services.

Never share sensitive financial information with unknown individuals.

Under no circumstances should you disclose your bank account number, PIN, online banking credentials, or payment card details to anyone unless you are certain of their identity and the legitimacy of the request. Altras International Ltd will never ask for such information via unsolicited emails, phone calls, or text messages.

Be cautious of urgent or emotional pleas for help.

Scammers often fabricate emergencies, claiming to be in distress and needing immediate financial support. This may take the form of a relative being arrested abroad, a romantic partner needing funds to travel, or a friend who has lost access to their bank account. Always take the time to verify such claims independently before acting.

Wait for a cheque or other form of payment to fully clear before releasing funds.

Even when a cheque appears to have cleared, it may still be reversed due to fraud. Never disburse or forward funds to another party based on the assumption that a payment is irrevocable unless and until your bank confirms final settlement.

Exercise due diligence when making purchases from online or peer-to-peer platforms.

Do not send money to an individual or organisation for goods or services unless you are confident, they are reputable and can deliver. Seek reviews, check registration details (e.g., Companies House or business directories), and avoid paying by bank transfer if alternative secure payment methods (e.g., credit card or PayPal) are available.

2. Common Fraud Scenarios Our Customers Should Recognise

While fraud can take many forms, certain types of scams recur frequently across our sector. Understanding these will help you detect suspicious activity early.

A. Romance and Relationship Scams

• Often initiated via social media or dating platforms, these scams involve the fraudster feigning romantic interest and investing time to build emotional trust.
• Once rapport is established, the scammer creates a crisis (e.g., visa issues, hospital bills, travel costs) and requests money.
• Key tip: Never send money to individuals you have only met online and consider using video calls and identity verification tools before making decisions.

B. Employment and Recruitment Scams

• Fraudsters may advertise fake jobs or freelance opportunities with unusually high pay or flexible hours. Victims are often asked to pay for “training,” “equipment,” or background checks.
• Key tip: Research the company. Be suspicious of any job that requires an upfront payment or uses generic email addresses (e.g., Gmail or Yahoo). Genuine employers do not request fees from applicants.

C. Lottery, Inheritance, and Prize Scams

• You may receive messages claiming you have won money or are entitled to an inheritance from someone you do not know.
• These scams often impersonate law firms, banks, or foreign government officials and request administrative fees.
• Key tip: Legitimate awards do not require payment to claim. If you cannot verify the sender’s identity through independent means, do not engage.

D. Overpayment Scams

• This typically involves someone sending you a cheque or bank transfer that exceeds the expected amount, followed by a request to return the “extra” funds.
• After you refund the excess, the original payment bounces, leaving you out of pocket.
• Key tip: Never refund overpayments unless the original payment is fully verified and cleared by your bank.

E. Rental and Property Listing Scams

• Fraudsters post false property listings, asking prospective tenants to pay deposits upfront before viewing.
• Once the money is paid, the listing disappears, and the fraudster becomes uncontactable.
• Key tip: Always view properties in person or through a verified letting agent. Never send a deposit for a property you haven’t seen.

F. Advance Fee and Loan Scams

• These scams target people seeking personal or business loans and offer unusually favourable terms but require an “application,” “processing,” or “insurance” fee.
• Key tip: FCA-regulated lenders do not charge advance fees in this way. Check the firm’s authorisation status on the FCA Register.

Final Word: Staying One Step Ahead

Fraud is constantly evolving. As such, remaining vigilant, questioning anything that seems out of the ordinary, and refusing to be rushed or pressured into financial decisions are critical elements of personal protection.

Altras International Ltd is here to help. If you ever have doubts about a transaction, recipient, or message that appears to come from us or a third party, please do not hesitate to contact our customer protection team. We will never penalise you for asking questions or reporting a concern in good faith on the contrary, it allows us to better protect you and others.

Together, through awareness, caution, and collaboration, we can stay one step ahead of those who would seek to take advantage of trust and goodwill.

III. Altras International Ltd – Our Commitment to Fraud Prevention

At Altras International Ltd, safeguarding our customers’ financial assets and personal data is not only a regulatory requirement but a core part of our mission. As a firm authorised and regulated by the Financial Conduct Authority (FCA), we understand the critical importance of fraud prevention in building trust and delivering secure financial services particularly in the cross-border payments space, where fraud risks can be complex and evolving.

To that end, we have implemented a robust framework of fraud prevention measures, supported by modern technology, sound governance, and vigilant operational oversight. These measures are designed to detect, deter, and prevent fraudulent activity across all aspects of our business, while ensuring compliance with applicable laws and industry best practices.

Below, we provide an overview of the key fraud prevention systems and protocols currently in place. We continuously review and enhance these controls as part of our ongoing risk management programme.

Key Measures We Have Implemented to Protect You

Secure Technology Infrastructure

Our digital platform is built on a foundation of modern security protocols designed to ensure the confidentiality, integrity, and availability of your data.

• All data exchanged between your device and our systems is encrypted using Transport Layer Security (TLS) and Secure Socket Layer (SSL) protocols.
• This encryption ensures that any personal or financial information you submit is transmitted securely, protecting it from interception or unauthorised access.
• In addition to encryption in transit, we employ encryption at rest and stringent access controls within our internal systems to further secure customer data.

Real-Time Transaction Monitoring

We maintain an intelligent, real-time transaction monitoring system that uses advanced analytics and pattern recognition to flag suspicious or potentially fraudulent activity.

• Transactions that deviate from established behavioural norms — whether in terms of location, size, frequency, or recipient — are automatically flagged for review by our compliance team.
• This allows us to proactively investigate anomalies, suspend high-risk transactions when appropriate, and engage with customers to verify intent before any funds are released.
• Our monitoring protocols are continuously updated to reflect emerging fraud typologies and typologies observed by the FCA, the National Crime Agency, and other regulatory or law enforcement bodies.

Multi-Factor Authentication (MFA)

We place strong emphasis on customer authentication and access control. To that end, we have incorporated Multi-Factor Authentication (MFA) across critical access points.

• MFA requires users to verify their identity through at least two independent factors: something they know (e.g., password), something they have (e.g., mobile device or hardware token), or something they are (e.g., biometric identifier).
• We strongly encourage all customers to enable MFA within their accounts, especially when initiating transactions or changing sensitive personal details.
• This added layer of protection helps ensure that, even if your login credentials are compromised, your account remains secure.

Regular Independent and Internal Audits

We believe that effective oversight is key to maintaining a resilient fraud prevention framework.

• Our systems and controls are subject to regular internal audits, led by our risk and compliance team in coordination with executive management.
• We also engage independent external auditors to assess the design and operational effectiveness of our fraud prevention controls, systems security, and compliance with regulatory expectations.
• Findings from both internal and external audits are reported to the Board and used to inform our continuous improvement strategy.

Employee Training and Insider Threat Mitigation

While not visible to customers, one of the most important aspects of our fraud prevention strategy involves the people behind the systems.

• All staff, especially those in customer-facing, technical, and compliance roles, receive ongoing training on fraud risks, data protection, and how to respond to red flags or potential breaches.
• We operate strict internal access protocols and monitor for insider threats, ensuring employees only access customer data where necessary and with appropriate authorisation.
• This culture of accountability and awareness reinforces our technological safeguards with human diligence and ethical practice.

Conclusion: A Shared Responsibility

Fraud prevention is not a one-time exercise, it is a continuous commitment that requires vigilance, investment, and partnership. While we take every reasonable step to protect our systems and your data, fraudsters are constantly adapting, and so must we. Our customers play a key role in this partnership: by staying informed, using strong passwords, enabling MFA, and reporting anything suspicious promptly, you enhance the security of your own financial activity and help protect others.

At Altras International Ltd, we remain firmly dedicated to protecting our customers and fostering a secure environment for global money transfers. Should you ever have questions or concerns about the safety of your account or a transaction, our dedicated Customer Protection and Compliance Teams are here to assist.

Together, we can continue to build a system that is not only fast and convenient but secure and resilient by design.

IV. Customer Education and Support Empowering You to Stay Safe

At Altras International Ltd, we believe that the best defence against fraud is knowledge. While we continuously invest in robust systems and controls to protect our platform, fraudsters are increasingly targeting individuals directly — using manipulation, social engineering, and deception to bypass technical safeguards.

That’s why we are deeply committed to educating and empowering our customers with practical information, tools, and responsive support. We see fraud prevention as a shared responsibility, and we want to ensure that you are never left in the dark when it comes to protecting your money and personal information.

Below are just a few of the key resources and educational initiatives we offer to help you stay informed, vigilant, and confident when using our services.

24/7 Access to Customer Support

Our dedicated Customer Support Team is available 24 hours a day, 7 days a week to provide assistance, answer questions, and support you in the event of a suspected fraud or security concern.

• If you ever feel uncertain about a transaction, suspect that your account may have been compromised, or notice unusual activity, please contact us immediately.
• Our staff are trained in fraud response protocols and can help you take prompt action to secure your account and prevent further issues.
• We can also guide you through the reporting process, whether it's within our own system, to your bank, or to local authorities or fraud agencies.

Whether you're calling from the UK, the EU, or abroad, we’re only a message or phone call away — ready to assist, listen, and act quickly.

V. Ongoing Fraud Awareness Campaigns

To help you stay ahead of fraud threats, we run regular awareness campaigns across our website, social media channels, and in partnership with trusted organisations. These campaigns are designed to provide practical, relevant, and up-to-date information, including:

• How to recognise common scams — including romance fraud, impersonation scams, phishing, and social engineering attacks.
• Tips on securing your devices, accounts, and personal data.
• Examples of real fraud cases (anonymised) that show how scammers operate, and how victims were targeted.
• Updates on emerging fraud trends, drawn from intelligence shared by the Financial Conduct Authority (FCA), Action Fraud, the National Crime Agency (NCA), and other industry partners.
• Advice on what to do if you believe you’ve been targeted or defrauded including who to contact and how to report the matter.

These initiatives are more than just information they’re part of our broader commitment to cultivating a safety-first culture in everything we do.

Launching Soon: Our Dedicated Fraud Prevention Hub

To further support our customers, we are in the process of launching a dedicated Fraud Prevention Website, designed specifically to offer you a centralised resource for learning, self-assessment, and proactive fraud prevention.

This platform will include:

• Step-by-step guides on recognising and avoiding different types of fraud.
• Checklists you can follow before sending funds — particularly to new recipients or overseas destinations.
• Instructional videos demonstrating how common scams work, and how to respond effectively.
• Links to external support networks, including national fraud reporting services, financial ombudsmen, and consumer protection groups.
• Regular updates and alerts based on current fraud trends and developments within the financial services sector.

This will be a living resource — continuously updated, easy to navigate, and accessible to all Altras customers, regardless of technical expertise.

Stay tuned for the launch announcement, and know that this is just one of many steps we’re taking to ensure your journey with Altras is not only fast and reliable, but safe.

Final Word: Your Awareness Is Your Best Defence

Fraud can affect anyone. But when you're equipped with the right tools and information, you significantly reduce your risk. At Altras, we're committed to walking that journey with you — not only by safeguarding our systems, but by empowering our users.

We encourage all customers to take full advantage of the support and resources available. If you're ever in doubt, reach out. If you receive a suspicious request, pause and verify. And if you want to learn more — our team, campaigns, and educational content are all designed with one purpose: to help you protect what matters most.

VI. Reporting Fraud – What to Do If You Suspect Fraudulent Activity

At Altras International Ltd, we understand that discovering you may have been the target of fraud can be distressing. Whether it's an unusual transaction, an unexpected message requesting funds, or something just doesn’t feel right — we want you to know that you are not alone, and we are here to support you every step of the way.

Prompt action is key. If you suspect any form of fraudulent activity relating to your account or transactions, please take the following steps immediately to safeguard your funds and assist in our ability to investigate and prevent further harm.

1. Contact Altras International Ltd Without Delay

Your first step should always be to reach out to us. Our Customer Service Team is available 24/7, and we are fully equipped to assist you with suspected fraud or any irregular account activity.

Please get in touch with us via any of the following methods:

• Phone: +44 1217730218 
• Email: info@altras.co.uk 
• In-App Messaging or Web Chat: Accessible through our website or app

When contacting us, please be prepared to provide any details or evidence you may have such as transaction references, names, email addresses, messages you received, or screenshots as this will assist us in investigating quickly and efficiently.

Once notified, we will:

• Place temporary security restrictions on your account, where necessary, to prevent further transactions.
• Initiate an internal investigation, including a review of your transaction history and any communication logs.
• Escalate the matter to our compliance and fraud prevention teams if required.
• Provide you with updates on our findings and next steps.
• Offer guidance on additional actions you can take to protect yourself and report the incident.

Our goal is not only to protect your immediate account but to reduce the risk of fraud for all customers by identifying patterns and actors that may be part of broader schemes.

2. Report the Incident to Action Fraud (UK)

In addition to notifying Altras, we strongly encourage you to report the matter to Action Fraud, the UK’s national reporting centre for fraud and cybercrime. Action Fraud works in coordination with the National Fraud Intelligence Bureau (NFIB) and law enforcement agencies to investigate fraud, collate intelligence, and pursue offenders.

You can report suspected fraud or cybercrime to Action Fraud by:

• Visiting their website at www.actionfraud.police.uk 
• Calling their helpline on 0300 123 2040

By filing a report, you will receive an Action Fraud reference number, which may be useful for tracking your case or liaising with other agencies (including us).

We also rely on Action Fraud’s alerts and bulletins to enhance our internal risk detection tools, so your report contributes to a much larger system of prevention and response across the financial sector.

3. Notify Your Local Law Enforcement Authorities

In many cases, particularly where there has been a financial loss or criminal conduct, it is advisable to report the incident to your local police or law enforcement agency. While they may work alongside Action Fraud in the UK, local authorities are often the first point of contact for taking direct investigative or legal action especially in cross-border matters.

Reporting to the police can help:

• Trigger an investigation, especially if the suspect is within your jurisdiction.
• Support insurance or reimbursement claims, where applicable.
• Strengthen the legal process in the event that evidence is later used in prosecution.

If you are outside the UK, please report the incident to your national police service or cybercrime unit. We’re also happy to provide information or documentation upon request to support your case.

Your Role in Prevention

We believe that fraud prevention and detection is a collaborative effort and reporting incidents is a crucial part of protecting both yourself and others.

We are committed to supporting all customers who come forward in good faith to report suspected fraud, and we treat each case with the seriousness, discretion, and urgency it deserves.

If you're ever unsure, suspicious, or concerned — please don’t hesitate to reach out. It’s always better to act early than to regret inaction.

Together, we can help create a safer financial ecosystem for everyone who relies on Altras.