Complaints

We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, GC Partners, Equals Group, Sciopay and IBAN First. Currencycloud ultimately provides you with regulated payment and/or e-money services in UK, EEA and US. GC Partners, Equals Group, Sciopay and IBAN First provide you with Spot and Forward foreign exchange services.

In exceptional circumstances, where the Client 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. In those cases, TCCL must be notified and the Client is expected to be able to present a compelling rationale for not resolving the case within the 15 business days.

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. 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, and our other partners can be found here:

• GC Partners 3rd Floor, 20 Dering Street, London, W1S 1AJ, United Kingdom. 020 3763 9870
• Equals Group Third Floor Thames House Vintners Place, 68 Upper Thames Street, London, EC4V 3BJ 020 3196 2187
• Sciopay 1 Fore St, London EC2Y 5EJ 020 3992 7639
• IBAN First 107 Cheapside, London EC2V 6DN 020 3409 5400

FCA Website
ICO Website Telephone: 0303 123 1113
KIFID Website Email – consumenten@kifid.nl Telephone: 070 – 333 8 999
-Consumer Financial Protection Bureau Website Telephone: (855) 411-2372