Complaints procedure
At ValutaPartners, we strive to provide you with excellent service for all your currency and payment needs. While we are proud to do our best for our clients, we understand that not everyone is always satisfied.
Point of contact
We are your first point of contact for all questions or concerns, including complaints. We handle these complaints in accordance with our complaints process.
We work together with Currencycloud, which ultimately provides you with regulated payment and e-money services. Currencycloud has certain obligations as a regulated financial institution, including regarding complaints. We keep them informed of complaints we receive from you concerning the regulated payment and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure that we do so in accordance with the standards required by regulation.
However, if your complaint concerning your payment and e-money services has not been acknowledged or handled by us for any reason, or if you have concerns about the manner in which it has been handled, you can find Currencycloud's complaints information here.
Definition
What is a complaint?
You may have a complaint if you are dissatisfied with the delivery (or non-delivery) of our services, or those provided by one of our suppliers, which has resulted in (or may result in) financial loss, material distress or material inconvenience.
How do I file a complaint?
What information should I include?
Date of the complaint
When the incident occurred.
Nature of your complaint
A clear description of the problem.
Impact on your business or situation
What effect the complaint has had on you.
Your contact details
So that we can reach you regarding the resolution.
Timeline
What happens when a complaint is filed?
Within 24 hours
A member of our team will confirm receipt of your complaint by email. You will also receive a unique reference number to track the progress of your complaint.
Within 3 business days
We aim to resolve most complaints within three business days.
Within 15-35 business days
In some cases, a complaint may need to be escalated. In exceptional circumstances, we have a maximum of 35 business days.
What if I am dissatisfied with the resolution?
If you are dissatisfied with our response for any reason, you may seek further assistance from the relevant regulatory authority.
Financial Ombudsman Service (FOS)
Clients have the option to approach the Financial Ombudsman Service (FOS) in cases where they are not satisfied with the resolution provided by ValutaPartners.
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from the UK)
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom
Please note: We take every complaint very seriously and will resolve most complaints within three business days. Your feedback helps us improve our service.
Support for vulnerable clients
We understand that some clients may find themselves in vulnerable circumstances, for example due to health issues, a disability, significant life events or financial difficulties. If you need extra support when filing or following up on your complaint, please do not hesitate to contact us.
We are happy to explore what adjustments we can make to better serve you, such as:
- Communication in a format accessible to you
- Extra time for providing information
- Support via a representative appointed by you
We also work together with Currencycloud to find suitable solutions.