I'd steered clear of this company to date, and was about to snort at the "apology" but this:

> If you were forced to use an alternative payment method and therefore incurred fees, we will fully reimburse you for this amount.

does make me waver, they're obviously trying to do the right thing.

I'm still confused about whether they provide the same guarantees other organizations do under the FSCS. I wouldn't feel comfortable without this. Responses by their team to questions about this suggest they protect your deposits under some other regulation... but since it's different I don't understand it yet and trust it less.