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.
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
LINKS
SOCIAL
0203 089 4377
Kemp House 160, City Road
London, EC1V 2NX
​
THWAYTES PAYMENTS
Thwaytes Capital Payments are provided by Global Currency Exchange Network Limited T/A GC Partners is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017, FRN 504346. Registered as Money Services Business, regulated by HM Revenue & Customs ("HMRC") under the Money Laundering Regulations 2017. Registration number is 12137189. Registered in England and Wales, Company number 04675786. Registered Office 3rd Floor 100 New bond Street, London, England, W1S 1SP.
​
Global Custodial Services Limited T/A GC Partners is authorised and regulated by the FCA and holds Part IV Permissions under the FSMA 2000. Registration in England and Wales, Company number 08321940. Registered Office 3rd Floor 100 New Bond Street, London, England, W1S 1SP.
© 2021 by TCG.
​
Payment services for Thwaytes Capital Group Ltd are provided by Sciopay Ltd. Sciopay Ltd is a company incorporated in England & Wales. Registration No: 12352935. Sciopay Ltd is licensed and regulated by HMRC as a Money Service Business (MSB). License No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution. Firm Reference Number: 927951.
​
- For clients based in the European Economic Area, payment services for Thwaytes Capital Group Ltd are provided by CurrencyCloud B.V.. Registered in the Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296 - 298, Mindspace Nieuwezijds Office 001 Amsterdam. CurrencyCloud B.V. is authorised by the DNB under the Wet op het financieel toezicht to carry out the business of an electronic-money institution (Relation Number: R142701).
- For clients based in the United States, payment services for Thwaytes Capital Group Ltd are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here. VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.
- For clients based in the United Kingdom and rest of the world, payment services (Non MIFID related products) for Thwaytes Capital Group Ltd are provided by The Currency Cloud Limited. Registered in England and Wales No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199).
​
" End-clients’/customers’ funds are fully protected and held in safeguarded accounts. In this process their funds are either held separately from both Currencycloud and the client’s funds, or covered by a safeguarding insurance policy. "
​
Safe Guarding your Funds
When funds are posted to your account, in line with regulatory requirements, the regulated [payment/e-money] institutions who we work with safeguard your funds. This means that the funds shown in your payment account or e-wallet are held at reputable banks or covered by an insurance policy, and most importantly, are protected for you in the event of our partner [e-money/payment] institutions’, or our, insolvency. Our partners stop safeguarding your funds when the money has been paid out of your account to your beneficiary’s account. If you require a breakdown of the exact amounts of funds you have safeguarded at each of our [e-money/payments partners] at a particular point in time, please do not hesitate to contact us.
​
THWAYTES TRADING PAGE:
All testimonials, reviews, opinions or case studies presented on our website may not be indicative of all customers. Results may vary and customers agree to proceed at their own risk.
​
​
THWAYTES TOKEN PAGE:
All payment Providers "listed above" have no involvement with the Token side of the business.
​
© 2024 by THWAYTES CAPITAL GROUP LTD. Powered and secured by Wix
​