We Value Your Feedback
Sometimes things can go wrong
We're here to help
We encourage our customers to tell us about it so we can try to put it right
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. 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.
How to make a complaint
Call us at 0207 856 0468
Email us at complaints@fxellence.com
Write to us at:
Customer Relations,
FXellence International Payments,
63-66 Hatton Garden, Fifth Floor, Suite 23,
London, EC1N 8LE
Please include all relevant information so we can investigate and try to put things right.
You can also complain direct to our payment partner, Currencycloud.
What happens after you make a complaint?
We'll always try to resolve your complaint as quickly as possible. Where we can't resolve it there and then, we'll take it away. We aim to sort out things as soon as we can, and we'll keep you updated along the way.
Within one business day
We'll confirm that the complaint is being considered and advise when to expect a response.
After five days
If we haven't managed to resolve your complaint within 5 working days, we'll contact you with an update or acknowledgement.
After fifteen business days
We'll send a final response. Our aim is to resolve the complaint well before this.
After thirty-five business days
In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we may take up to a maximum 35 business days from the date of receipt to issue a final response.
If you're not happy with our response
If you're not happy with the outcome of your complaint, you have the right to refer to the Financial Ombudsman Service within 6 months. This service is free.
Here's how you can contact them:
Postal Address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4 567
Website: www.financial-ombudsman.org.uk
In collaboration with
FXellence leverages Currencycloud's robust payment infrastructure to deliver secure, efficient international payment solutions for businesses worldwide.