We are your primary point of contact for any questions or concerns, including any complaints you might have. All complaints will be addressed according to our established complaints procedure. Our services are provided in partnership with  money and payment institutions such as The Currency Cloud Limited and Ebury Limited. As regulated financial institutions, these partners have specific obligations to fulfil. We keep them informed of any complaints related to the regulated payment and e-money services they provide. They oversee our complaint management to  ensure it meets the regulatory standards. However, if your complaint about payment or e-money services has not been acknowledged or properly addressed by us, or if you are dissatisfied with how it was handled, you can find you can contact Currency Cloud at [email protected] and Ebury at  [email protected]. To submit a complaint to us, please reach out to your relationship manager or send an email to [email protected] including the following details:

•  The date of the complaint
• The nature of your complaint
• The impact on your business
• Your contact information
• Any other relevant details

One of our team members will confirm receipt of your complaint via email within 24 hours and will aim to resolve it within three business days. In some cases, a complaint may need to be escalated, and we therefore may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

In exceptional situations where we cannot provide a resolution within the initial 15 business days, we may take up to 35 business days from the date of receipt to offer a final response.

Should your complaint fall under these exceptional circumstances or require escalation, a team member will inform you.

If the resolution provided does not meet your expectations, you may contact the Financial Ombudsman Service (FOS). Information on how to do this can be found
here.

The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 and the Payment Services Regulations, with FCA registration number 900199. In the US, Currency Cloud operates in partnership with CFSB, which fully manages the bank program, while services are provided by The Currency Cloud Inc. Currencycloud B.V. is regulated by De Nederlandsche Bank (DNB) for issuing electronic money and providing payment services, with Relation number DNB: R142701. Currencycloud Pty Ltd holds a license in Australia but does not yet offer services through this entity. ©2023 Currencycloud Limited. The Currency Cloud name and logos are trademarks. All rights reserved.

We keep our partners informed of any complaints we receive related to the regulated payments and e-money services they provide. They monitor how we handle complaints to ensure compliance with regulatory standards. However, if your complaint regarding payments and e-money services has not been acknowledged or addressed by us, or if you have concerns about its handling, you can find Currency Cloud’s complaints information here.