Complaints
How do I make a complaint?
We’re sorry you didn’t get the service you’d expect from Apex Currency. In order to file a complaint please send an email tocomplaints@apexcurrency.co.uk you can also contact us via telephone on +442081618700, however we require formal complaints to be made via email.
What happens after I make a complaint?
Apex Currency will:
- Email to confirm we have received your email within one business day
- Request any extra information we may require for our investigation
- Investigate your complaint diligently and impartially
We will look into your case as quickly as possible. We aim to acknowledge your complaint within one business day and send you a final response within 15 business days. In exceptional circumstances we may need to extend the deadline to look into your complaint to 35 business days.
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.
Apex Currency Ltd
+442081618700
30 Churchill Place, Canary Wharf, London, E14 5RE
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Global Currency Exchange Network, Sciopay Ltd and iBankFirst Limited. Our partners ultimately provides you with regulated payments and e-money services in. 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, our partners complaints information can be found here:
Currency Cloud https://www.currencycloud.com/legal/complaints-procedure/
Global Currency Exchange Network https://www.gcpartners.co/faqs/#:~:text=If%20you%20would%20like%20to,via%20compliance%40gcpartners.co
Sciopay https://sciopay.co/complaints/
iBanFirst https://info.ibanfirst.com/en-gb/complaints
If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body.
If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.
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