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.

How to make a complaint

You can make a complaint on the phone by calling 0207 856 0468, by emailing complaints@fxellence.com or by writing to us at Customer Relations, FXellence International Payments, 63-66 Hatton Garden, Fifth Floor, Suite 23, London, EC1N 8LE

Please include all relevant information so we can investigate and try to put things right.

You can also complain direct to our payment partner, Currencycloud.

What happens after you make a complaint?

We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve it there and then, we’ll take it away. We aim to sort out things as soon as we can, and we’ll keep you updated along the way.

Within one business day – We’ll confirm that the complaint is being considered and advise when to expect a response.

After five days - If we haven’t managed to resolve your complaint within 5 working days, we’ll contact you with an update or acknowledgement.

After fifteen business days - We’ll send a final response. Our aim is to resolve the complaint well before this.

After thirty-five business days - In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we may take up to a maximum 35 business days from the date of receipt to issue a final response.

If you’re not happy with our response