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

complaints@apexcurrency.co.uk

+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.

‍

‍

Business
Products
Solutions
Online platform
Personal
Products
Solutions
Online platform
Company
About
Supported Currencies
FAQs
Blog
Support
Join our newsletter
Join our newsletter to stay up to date on the market.
We care about your data in our privacy policy.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
© 2023 Apex Currency
PrivacyComplaintsSafeguarding

Apex Currency Ltd is a company registered in England and Wales (registered company number: 14455052) – 30 Churchill Place, London, United Kingdom. Phone: 02081618700

‍

Payment services for Apex Currency Ltd are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199)

Payment services for Apex Currency Ltd are provided by CurrencyCloud B.V.. Registered in the Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296 - 298, Mindspace Nieuwezijds Office 001 Amsterdam. CurrencyCloud B.V. is authorised by the DNB under the Wet op het financieel toezicht to carry out the business of a electronic-money institution (Relation Number: R142701)

‍

Payment services for Apex Currency Ltd are provided by Sciopay Ltd. Sciopay Ltd is a company incorporated in England & Wales. Registration No.: 12352935. Sciopay Ltd is licensed and regulated by HMRC as a Money Service Business (MSB). License No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution. Firm Reference Number: 927951

‍

Apex Currency Ltd's payment and foreign currency exchange services are provided by Global Currency Exchange Network Ltd T/A GC Partners. Global Currency Exchange Network Ltd is authorised by the FCA under the Payment Services Regulations, 2017 (FRN: 504346). Registered as a Money Services Business, regulated by HM Revenue & Customs ("HMRC") under the Money Laundering Regulations 2017. (Registration number is 12137189). Registered in England and Wales. Company number 04675786. Registered Office 3rd Floor 100 New Bond Street, London, England, W1S 1SP

‍

Apex Currency Ltd is a company registered in England and Wales Company No. 14455052 with a registered address of 30 Churchill Place, London, E14 5RE. Apex Currency's payment and foreign exchanges services are provided by iBanFirst Limited. Apex Currency is partnered with iBanFirst Limited as its payment and liquidity partner. iBanFirst is a registered trading name of iBanFirst Limited, registered in England and Wales under company No. 06260585. Registered Office: 6th Floor Dashwood House, 69 Old Broad Street, London, EC2M 1QS. iBanFirst Limited is authorised by the Financial Conduct Authority (FCA) as an Electronic Money Institution under the Electronic Money Regulations 2011 (FRN: 1001629). The products and services that iBanFirst Limited offers are limited to unregulated spot FX transactions and deliverable forward contracts excluded from MiFID or EMIR regulation, as they are intended to cover an underlying future payment for identifiable goods and services.