Complaints
Forex Transfers is dedicated to providing a professional foreign exchange service, with an emphasis on ensuring an excellent client experience. Below is our complaints handling policy for any issues you wish for us to investigate and resolve.
We are your primary contact for any inquiries or concerns, including complaints. We will address these complaints according to our established complaints process:
- Please consult your dedicated account manager at Forex Transfers Ltd – your account manager will thoroughly investigate your issue and either resolve it or escalate it to senior management.
- Senior management at Forex Transfers Ltd will make every effort to communicate with the relevant parties and resolve the issue to your satisfaction.
- If the issue remains unresolved to your satisfaction, please submit your formal complaint to:
complaints@forextransfers.com
We will reach out to you within one business day to acknowledge the complaint and inform you of the next steps. Our goal is to resolve all complaints within 15 business days of receiving the complaint; however, in exceptional cases, we may take up to a maximum of 35 days to provide our final response.
Please be aware that we collaborate with Currencycloud, which ultimately offers you regulated payments and e-money services. Currencycloud has specific obligations as a regulated financial services institution, including those related to 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. 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.
Should you not be satisfied with the outcome of your complaint, you have the option to contact:
Financial Ombudsman Service (UK clients) Telephone: +44 800 023 4567 or +44 300 123 9123 Website: www.financial-ombudsman.org.uk
KIFID (EEA clients) Email: consumenten@kifid.nl Telephone: 070 - 333 8 999 Website: https://www.kifid.nl/