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Want to file a complaint?

Please see our form below or contact our email/phone at the bottom of the page.

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, which has resulted in (or may result in) financial loss, material distress or material inconvenience.

We will have confirmation of receipt of the complaint within 24 hours.

We take every complaint very seriously and we have a policy to resolve most complaints within 15 business days following receipt of a complaint. 

In exceptional circumstances, where the our customer is unable to issue a final response within 15 business days of receipt of the complaint, it has up to a maximum 35 business days from the date of receipt to issue a final response. 

We will revert back within 3 business days.

Complaint Form

Please take a moment to fill out the form.

Thanks for submitting. We will revert back within 3 business days.

We work with e-money and payments institution partners in providing you with our service, Currencycloud, GC Partners and Scio Pay. Currencycloud ultimately provides you with SPECIFIC REGULATED SERVICES, i.e. geographically or functionally limited elements of regulated payments and e-money services in UK/EU/US. GC Partners and Scio Pay provide you with with the same service here in the UK.

 

We work with Currency Cloud, who ultimately provides you with regulatory payments and e-money services. Currency Cloud 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, Currency Cloud’s complaints information can be found here.

Clients are required to publish information regarding their own complaints handling procedures and information on and how to contact the local complaint settling authority or equivalent body on their website. If you are a client of Currencycloud in the UK, the relevant authority is the Financial Ombudsman Authority (FOS).

WHAT IF I AM UNHAPPY WITH THE RESOLUTION?

 

If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body. If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.

ADDRESS

128 City Rd, London, EC1V 2NX

CONTACT

0203 089 4377

CONTACT HOURS

Mon - Fri

9:00 am – 5:30 pm

MANAGE MULTIPLE CURRENCIES.IN ONE PLACE

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