Our Trust Policies - UK

CurrencyFair Complaints Procedure

CurrencyFair is committed to providing our customers with the highest standard of service, through our product and our Customer Experience team. However, we understand that occasionally there may be times where our product or service do not meet your needs. If this is the case you should contact our Customer Experience team at support@currencyfair.com so that we can understand and rectify your concerns or issues when possible. Our Customer Experience team members will be pleased to help. From experience, many customer issues can be easily resolved at this early stage. If your concerns cannot be resolved at the first point of contact, the matter will be referred to CurrencyFair’s Customer Experience Team Lead/ Manager. They will then do their utmost to help support and resolve any issue or grievance you have. At this stage, if the issue has not been resolved to your satisfaction, you will be asked to set out your issue in writing, providing as much detail as you can so that we can fully investigate your complaint. Although you have the right to make a formal complaint verbally, in order for us to gain clear understanding of your issues, once you have expressed a wish to make a complaint we will ask you to submit your complaint by email, clearly detailing your CurrencyFair ID and outlining fully the nature of your complaint. All of our team receive full training on recognising, managing and escalating a complaint. Our complaints procedure and your rights as a consumer are outlined below. The procedure has been designed in line with the recommendations and requirements of our regulators and the Financial Ombudsman Service.

When you make a formal complaint to us we will:

• Acknowledge your complaint in writing within five business days; providing you with a reference number and contact details;
• Make sure we understand the issues and, when necessary, contact you should we require any additional information regarding your case;
• Do everything we can to fix the problem;
• Keep you informed of progress;
• Keep a record of your complaint;
• Provide a final response to you within 15 business days, including an explanation of our decisions and reasons for our actions. If we can't send a final response within 15 working days, we'll let you know. In some cases, we can take up to 35 business days to check your case.

1. Contact Us

Please contact our Customer Experience team in the first instance at support@currencyfair.com. If your concerns cannot be resolved at this first point of contact, the matter will be referred to CurrencyFair’s Customer Experience Team Lead / Manager. You may then be asked to set out your complaint in writing providing as much detail as you can so that the complaint can be fully investigated.

2. Complaint Investigation

The Customer Experience Manager will then contact you if additional information is required. We will also attempt to resolve your complaint and send you a final response within 15 business days of having received the complaint. We will let you know if we can’t send you a final response within 15 days. We may take up to 35 business days to investigate and respond to some cases.

3. External Review

If the complaint has not been resolved to your satisfaction, you may refer the matter to the relevant authority. Full details will be included in our final response letter to you.

Contacting CurrencyFair

If you have any questions or concerns about this Complaints process or if you wish to make a complaint, you may contact the Customer Experience Team on +44 (0) 203 3089353, or email support@currencyfair.com