How to raise a complaint and what to expect from us.
Currency Clear Limited is committed to providing a high standard of service. However, if something goes wrong, we want to hear about it so we can put things right. We treat all complaints seriously and aim to resolve them promptly and fairly.
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, about our provision of, or failure to provide, a payment service or a redress determination.
You can raise a complaint using the form below, by post, or by phone:
We will call you back promptly to discuss your complaint.
Or call us directly: +44 (0)204 5771459 (Mon–Fri, 9 AM – 6 PM GMT)
Acknowledgement: We will acknowledge your complaint promptly and, in any event, within 3 business days of receipt. We will provide you with a unique reference number for tracking purposes.
Investigation: We will investigate your complaint thoroughly and keep you informed of progress. We may contact you to request additional information.
Resolution: We aim to resolve your complaint as quickly as possible. For payment services complaints, we will provide our final response within 15 business days of receipt. In exceptional circumstances, where we cannot respond within 15 business days for reasons beyond our control, we will send a holding response explaining the reasons for the delay and specifying the deadline by which we will send our final response, which will be no later than 35 business days from receipt of the complaint.
Final Response: Our final response will set out the outcome of our investigation, whether we uphold or reject the complaint, and any redress or remedial action we propose to take.
If you are not satisfied with our final response, or if 15 business days have passed since you made your complaint and you have not received a final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). You must do so within 6 months of receiving our final response.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone: 0800 023 4567 (free from mobiles and landlines)
Phone: 0300 123 9123 (calls cost no more than a national rate call)
Email: [email protected]
Website: www.financial-ombudsman.org.uk
Using the Financial Ombudsman Service does not affect your right to take legal action.
Currency Clear Limited is regulated by the Financial Conduct Authority (FCA). If you believe we have breached any regulatory requirements, you may also report concerns directly to the FCA:
Please note that the FCA does not resolve individual complaints but may use the information to inform its regulatory activities.
As a Small Payment Institution, Currency Clear Limited is not covered by the Financial Services Compensation Scheme (FSCS). This means that if Currency Clear Limited were to become insolvent, you would not be eligible for compensation from the FSCS in respect of payment services. However, your funds are safeguarded in accordance with the Payment Services Regulations 2017 (see our Terms & Conditions for details of our safeguarding arrangements).
We maintain records of all complaints received, their status, and outcomes for a minimum of 5 years, in accordance with FCA requirements.