Complaints Procedure

CurrencyTransfer should always be your first port of call for any queries or concerns, including complaints.

We will handle these complaints in line with our Complaints Process, where any client complaints should be directed to the Customer Complaint Manager, either in writing (to or over the phone (to 020 7096 1036) and we will ensure any complaint is acknowledged within 24 hours. We will endeavour to reach an appropriate resolution with you within 15 days, but if in exceptional circumstances, where we are unable to issue a final response within 15 business days, we have up to a maximum of 35 business days, from the date of receipt, to issue a final response.

We work with e-money and payments institution partners in providing you with our service, namely Alt21, ClearTreasury, Corpay, Currencycloud, TheFxBroker, GC Partners, Moneycorp, Moneynet.

Each payment institution provides specific services, according to their different regulatory permissions which are detailed via the Partner Page (e.g. Currencycloud, via the different entities within the group, ultimately provides you with regulated payments and e-money services in UK/EU/US).

These Regulated Payment Partners, who ultimately provide you with regulated payments and e-money services, each have certain obligations as a regulated financial services institution. One such obligation is to have a formal complaints process of their own. CurrencyTransfer will keep them informed of any complaints we receive, regarding the regulated payments and e-money services they ultimately provide to our clients.

They oversee how we handle complaints, to ensure we meet the standard required under their regulations, but if for any reason you feel that your complaint regarding your payments and e-money services has not been acknowledged or dealt with appropriately by us, or if you have concerns about the way it has been handled, the complaints information of each Regulated Payment Partner can be found on the Parter Page and the Customer Complaint Manager can direct you to the correct Payment Partner to contact directly (e.g. Currencycloud’s complaints information can be found here).

If you’re unhappy with the resolution provided, you can contact the Financial Ombudsman Service (FOS) and information on how to do so can be found here.