Complaints

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.

If you have a complaint related query, please contact our complaints department on +44 203 885 3612 or clientservices@currencypartners.com.

Please include your name, contact details and a brief description of the nature of your complaint. You will be contacted within 1 business day. Our team will investigate, and aim resolve the complaint within 15 business days. In exceptional circumstances where a resolution may take a maximum of 35 business days to be resolved, compelling rationale for the delay will be provided to you.

We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, 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.

In cases where you are not satisfied with the resolution provided, you may contact the Financial Ombudsman Services on +44 800 023 4567, complaint.info@financial-ombudsman.org.uk or log a complaint on their website: https://www.financial-ombudsman.org.uk/