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 1 business day. 

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.

Complaints must be resolved by the end of 15 business days following receipt of the complaint. A complaint is counted as resolved when a final response is issued to the complainant. In exceptional circumstances, where the Client is unable to issue a final response within 15 business days of receipt of the complaint, it has up to a maximum 35 business days from the date of receipt to issue a final response. In those cases, TCCL must be notified and the Client is expected to be able to present a compelling rationale for not resolving the case within the 15 business days

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

For EEA End-Clients please contact the KIFID: (Email – consumenten@kifid.nl / Telephone – 070 – 333 8 999 / Website https://www.kifid.nl/).