We are your first port of call for any queries or concerns, including complaints. In order to file any complaints please email complaints@bxcurrency.com, or call us on +44 20 4574 4521  and we will respond within 24 hours. 

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. General Complaint response times are 15 days or 25 days in exceptional circumstances.

If you would like to make a complaint to the financial authority, in our case the Financial Ombudsman Authority (FOS), please visit their website here and follow the complaints procedure.