Making a complaint

At Currencyflow Limited, we always aim to provide a professional, fair and friendly service. If you feel we haven’t met this standard, we want to hear from you so we can put things right.

Quick guide - what happens when you complain

How to contact us

• Phone: +44 (0) 20 4578 9570 (calls charged at a basic rate)
• Email: complaints@currencyflow.com

What we'll do

• Acknowledge your complaint within 5 working days.
• Investigate fairly and impartially.
• Provide a final response within 15 working days (and no later than 35 working days in rare cases).
• If we’ve made a mistake, we’ll apologise and put things right.
• If we reject your complaint, we’ll explain why and what options remain available.

If you're not satisfied

• You can escalate to the CEO.
• You may also refer your complaint to the Financial Ombudsman Service (FOS) free of charge within 6 months of our final response.

FOS contact details:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk

Complaints management policy (full version)

Introduction

The Company recognises the importance of maintaining an effective and efficient complaints management framework. We are dedicated to a customer-focused approach, welcome feedback, and demonstrate our commitment through our actions and the resources allocated for dispute resolution.

Key personnel

Chief Executive Officer (CEO): Acts as both Complaints Manager and Compliance Officer, responsible for:

• Enforcing and reviewing this policy.
• Ensuring all staff are trained to identify and escalate complaints appropriately.
• Managing and investigating all complaints received.

Board of Directors: Provides final oversight of the complaints process, receiving periodic reports on complaints and trends to ensure fairness and accountability.

Review process

• Annual review: Conducted by the CEO (as Compliance Officer).
• Triggered review: If there is a major compliance breach or material change in regulation, the procedure will be reassessed, with external input where appropriate.

Approval process

This policy requires approval by the Board of Directors.

Overview

• Definition of a complaint: Any expression of dissatisfaction related to our products, services, or the complaints handling process, where a response or resolution is expected.
• Reference standards: Developed with reference to PSR 2017 Schedule 4, FCA DISP rules, and the FCA’s PSD Approach Document.
• No charge: There is no fee for submitting a complaint.

Dispute resolution procedure

1. Reporting a complaint

Complaints may be submitted via:
Phone: +44 (0) 20 4578 9570
Email: complaints@curencyflow.com
Call Costs: Calls are charged at a basic rate, with no profit to the Company.

2. Investigation

Acknowledgment: All complaints are acknowledged in writing within five working days.

Response time: A final response is usually provided within fifteen working days, and no later than thirty-five working days in exceptional circumstances. If additional time is required, the complainant will be informed of the reason and the expected resolution date.

Assessment factors:

• Nature of the complaint.
• Whether the complaint is justified.
• Suitable remedial actions or redress.
• Potential responsibility of other parties.

Actions taken:

• Propose redress or remedial action if appropriate.
• Clearly communicate the assessment, decision, and any offer of redress.
• Promptly implement any accepted remedial action or redress.

Communication: The complainant will be kept informed throughout the investigation.

3. Resolution

• Informing the client: The client will be notified once the issue is resolved and invited to provide feedback.
• Escalation: If the client remains dissatisfied, the matter will be escalated to the Board for oversight.

4. Escalation Process

• Unresolved complaints are escalated by increasing the level of authority, up to and including the Board of Directors.

5. Final response

A Final response letter will include:

• A detailed account of the dispute.
• Responses to all issues raised in the Complaint.
• Reference to relevant terms of business.
• Details of any offered redress.
• Confirmation that this is the Final Response.
• Notice of the right to refer the matter to the Financial Ombudsman Service (FOS) within six months.

6. Referral to the Ombudsman

If a complaint remains unresolved within eight weeks, the customer may refer it to the Financial Ombudsman Service free of charge.

The Company will fully cooperate with the Ombudsman to ensure prompt resolution.

Contact details for the Financial Ombudsman Service:

• Address: Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567 or 0300 123 9123
• Website: www.financial-ombudsman.org.uk

Record keeping

• The Company retains comprehensive records of all complaints, investigations, and resolutions for at least five years, in compliance with GDPR.
• Complaints data will be analysed regularly to identify systemic issues and improve products and services.
• A summary of complaints and trends will be reported to the Board.