Our complaints procedure

We're sorry you have reason to make a complaint. We want to resolve your issue as soon as possible.

At Currencies Direct we always endeavour to provide our customers with a professional, caring, and courteous service.

If you feel we have not lived up to this promise, we would like to hear from you.

Our customer complaints procedure is available below.

Currencies Direct Spain, E.D.E., S.L. (“Currencies Direct Spain”), in accordance with the provisions of Law 44/2002, of November 22, on Measures for the Reform of the Financial System, and Order ECO/734/2004, of March 11, regarding customer service departments and the customer ombudsman of financial entities, has an independent Customer Service Department (“SAC”) to attend to and resolve complaints and claims that may be presented related to your legally recognized interests and rights, whether they arise from contracts, transparency regulations and customer protection, or good financial practices and customs.

You can contact this SAC using any of the following methods:

By postal mail addressed to:

Currencies Direct Spain, E.D.E., S.L.

Customer Service Department

Avda. del Mediterráneo, 341

Mojácar 04638

Almería

By email to [email protected].

In this communication, you must include the following information:

Your name, surname, and address, and, if applicable, the person representing you, duly accredited; national identity document number for individuals and data referring to public registration for legal entities.

Reason for the complaint or claim, with a clear specification of the issues on which a decision is requested.

Office or offices, department or service where the events that are the subject of the complaint or claim occurred.

Confirmation that, to your knowledge, the subject matter of the complaint or claim is not being processed through an administrative, arbitration, or judicial procedure.

Place, date, and signature.

The competencies of this SAC are duly defined in the Customer Service Regulations.

Complaints or claims submitted must be resolved within a maximum period of 15 business days, exceptionally extendable to 1 month in the case of payment services.

BANCO DE ESPAÑA - DEPARTAMENTO DE CONDUCTA DE ENTIDADES

C/ Alcalá, nº 48

28014 Madrid

901 545 400 / 913 388 830

Bank of Spain complaints form.

To file complaints or claims with this Department, you must have previously contacted Currencies Direct Spain and be able to prove that you have either a) received a final response from them or b) not received a response within a month of your complaint.

The processing of complaints or claims before any of the indicated bodies is incompatible with any other means that involves an administrative, arbitration, or judicial procedure.

The operations of Currencies Direct Spain comply with the rules on transparency of banking operations and customer protection, contained in the current legal regulations found at the following link (Current legal regulations).