Complaints Procedure

At ValutaPartners, we strive to provide you with excellent service for all your currency and payment needs. While we take pride in doing our utmost for our clients, we understand that not everyone is always satisfied.

That’s perfectly fine as well. We appreciate your feedback, including complaints, because it gives us the opportunity to improve what we do.

Point of contact

We are your first point of contact for any questions or concerns, including complaints.

We handle these complaints in accordance with our complaints procedure.

Contact

E-mail: info@valutapartners.nl
Phone: +31 (0)20 2246111

Reactietijd: binnen 24 uur bevestiging, oplossing binnen 3 werkdagen.

We work together with Currencycloud, who ultimately provides you with regulated payment and e-money services. Currencycloud has certain obligations as a regulated financial institution, including those related to complaints. We inform them of any complaints we receive from you regarding the regulated payment and e-money services they ultimately provide. They monitor how we handle complaints to ensure that we do so in accordance with the standards required by regulation.

If, for any reason, your complaint regarding your payment and e-money services has not been acknowledged or addressed by us, or if you have concerns about the way it has been handled, you can click here to find the complaints procedure of Currencloud.

What is a complaint?

You may have a complaint if you are dissatisfied with the provision (or non-provision) of our services, or those provided by one of our suppliers, which has resulted in (or could result in) financial loss, material distress, or material inconvenience.

How do I submit a complaint?

There are three ways you can submit a complaint:

1. By phone: Call us on +31 (0)20 123 4567

2. By email: Send your complaint to info@valutapartners.nl

What information should I include?

When submitting a complaint, please provide the following information:

The date of the complaint
The nature of your complaint
The impact on your business or situation
Your contact details
Any additional information that may be relevant

What happens when a complaint is submitted?

Within 24 hours: A member of our team will confirm receipt of your complaint via email.
Within 3 working days: We aim to resolve most complaints within three working days.
Within 15 working days: In some cases, a complaint needs to be escalated, and we may extend the timeline to a maximum of 15 working days from the date of receipt.
Within 35 working days: In exceptional circumstances, where we are unable to provide a final response within 15 working days, we will provide one within 35 working days from the date of receipt.

If your complaint needs to be escalated or falls under exceptional circumstances, our team will inform you accordingly.

What if I’m not satisfied with the resolution?

If you are dissatisfied with our response for any reason, you may seek further assistance from the relevant regulatory authority.

Contacting the Financial Ombudsman Service (FOS)

Customers have the option to contact the Financial Ombudsman Service (FOS) if they are not satisfied with the resolution provided by ValutaPartners.

You can reach the FOS through:

Website: www.financial-ombudsman.org.uk
Telefoon: 0800 023 4567 (gratis vanuit het VK)
E-mail: 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 aim to resolve most complaints within three working days. Your feedback helps us improve our services.