If you have any queries, concerns or complaints, Foreign Money Limited is your first port of call to resolve any issues. Foreign Money will handle any complaints in line with our complaints process.

If you have a complaint, please either call us on the number above or email directly [email protected] to provide further information.

When lodging a complaint, please provide the following information:

• The date of your complaint.
• The nature of your complaint.
• The impact on you or your business.
• Your contact details.
• Any further information.

Foreign Money work with Currencycloud, who ultimately provide you with regulated Payments and E-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. Foreign Money keep Currencycloud informed of the complaints we receive from you regarding the regulated Payments and E-money services they ultimately provide to you.

Currencycloud oversee how Foreign Money 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

If you make a complaint, Foreign Money will:

• Send an acknowledgment of your complaint within 1 business day.
• Assign a member of staff to investigate your complaint impartially and determine possible solutions.
• Keep you informed about the progress of your complaint investigation.
• Send a final response to your complaint, along with suggested solutions within 15 business days.

In exceptional circumstances, where Foreign Money are unable to issue a final response within 15 business days of receipt of your complaint, up to a maximum 35 business days is permitted from the date of receipt to issue a final response. If a complaint needs to escalated or falls under exceptional circumstances, you will be notified by the member of staff assigned to your complaint. If you are unhappy with the final response to your complaint investigation, you may be eligible to escalate your complaint to the Financial Ombudsman Service (FOS). If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.

Safeguarding Disclosure:

When funds are posted to your account, in line with regulatory requirements, the regulated [payment/e-money] institutions who we work with safeguard your funds. This means that the funds shown in your payment account or e-wallet are held at reputable banks or covered by an insurance policy, and most importantly, are protected for you in the event of our partner [e-money/payment] institutions’, or our, insolvency. Our partners stop safeguarding your funds when the money has been paid out of your account to your beneficiary’s account.