Complaints

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

You may contact us using the following methods:

e-mail: complaints@greenburgfx.com

office: UK +44 (0)208 638 637 1

 

Monday to Friday between 09.00am and 16.00pm (GMT+1)

We take all communication from our clients seriously and where a client is unhappy we are keen to learn from what happened and ensure it does not happen again.

1. When you make a complaint we will acknowledge recipt of your complaint within 1 business day. We will provide you with a timeframe for a response to your complaint.

2. We aim to resolve all complaints within 15 days of the complaint being made. There may be some instances where we need more time, we will always let you know if this is the case.

So we can handle your complaint quickly and effectivly please ensure you give us as much information you can about your complaint issue.

Date of issue occuring
Who you have spoke to (if anyone)
Email you have sent or received
Details of Beneficiarys (If payment related)
Your Contact Details (Telephone and Email)

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and Rational FX.

Currencycloud ultimately provides you with SPECIFIC REGULATED SERVICES, i.e. geographically or functionally limited elements of regulated Payments and E-money services in UK/EU/US.

Rational Fx provide you with SPECIFIC REGULATED SERVICES, i.e. geographically or functionally limited elements of regulated Payments and E-money services in UK/EU/US.

These partners have certain obligations as regulated financial services institutions, 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 https://www.currencycloud.com/legal/complaints-procedure/

Rational FX’s complaints information can be found here https://www.rationalfx.com/site/wp-content/uploads/2020/02/RFX-Complaints-Handling-Guide-4.pdf.

If you are not satisfied with the Complaints Handling or you are dissatisfied with the final response you have received, you can write to The Financial Ombudsman Service (FOS) at:

The Financial Ombudsman Service (FOS),
Exchange Tower
London
E14 9SR

 

The FOS has been established as the official independent expert in settling complaints between
consumers and businesses providing financial services. You can obtain a copy of the FOS explanatory leaflet by contacting FOS directly at the above given address.

You must refer your complaint to the FOS within 6 months of the date on the final response. You need to provide full details of your complaint and any responses you have received so far.