Complaints Handling Procedure

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.
 
Complaints will need to be formally emailed under the subject heading: “Complaint – (Client Name and Reference Number) – Ticket Number or Issue of Complaint” and sent to info@exchange-capital.com. Our senior management team will respond within 5 working days to acknowledge receipt of the complaint, prior to engaging in a investigation and potential remediation process to resolve the issue. We will need the following information within your complaint in order to review formally:
 
  •  The date of the issue pertaining to the complaint   
  •  The nature of your complaint
  •  The impact the issue has had on your business/requirement
  •  Your contact details 
  •  Any additional information relevant to the issue
 
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, GC Partners, Ebury Partners UK Limited, iBanFirst SA, iBanFirst Limited and Equals Connect Limited.
 
Currencycloud ultimately provides you with geographically or functionally limited elements of regulated payments and e-money services in the UK/EU/US.
 
All other counter-parties provide you with further regulate payments and e-money services within the UK and EU. This includes and is not limited to, foreign exchange, hedging, trade finance and collection accounts.
 
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.


If you feel like your complaint is not resolved

Complaints should be resolved within 15 days or 35 days in exceptional circumstances. If for whatever reason, you are not happy with our response and you are based in the UK, you can contact the Financial Ombudsman Services (FOS) either by e-mail, using their online form or telephone. Details on contacting the FOS can be found here.
 
Currencycloud’s complaints information can be found here, and our other counterparties can be found within their websites.