We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. Should you wish to make a compliant about the International Payments Service provided by Currency Online Group, then please get make a formal complaint via the following email address and it will be acknowledged within 1 business day: [email protected]. You can also contact us on +44 208 050 1546. Currency Online Group will then issue final responses within 15 business days. In extenuating circumstances final responses will be issued within 35 business days. If you wish to escalate any complaint made against the company further, you have the right to appeal to the Financial Ombudsman Service: https://www.financial-ombudsman.org.uk/
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, and GC Partners. Currencycloud ultimately provides you with regulated payments and e-money services in UK/EU/US. GC Partners provide you with regulated payment services UK/EU/US. These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here: Complaints Procedure | Currencycloud GC Partners can be found here: Contact - GC Partners