At Currencies Direct we endeavour at all times to deliver a professional, caring and courteous service to all our customers.
If you feel we have not lived up to this promise we would like to hear from you.
Our customer Complaint Procedures is available here at www.currenciesdirect.com/en/let-s-talk/complaints or a hard copy can be supplied on request from our head office at Currencies Direct Limited, One Canada Square, Canary Wharf, London, E14 5AA – or on +44 (0) 20 7847 9400.
What will happen when you complain?
- We will treat your complaint fairly and impartially
- We will seek to investigate and resolve any complaint as quickly as possible.
- If we have made a mistake we will apologise and offer redress or remedial action wherever possible.
- If we reject your complaint we will explain why it has been rejected and what options remain available to you.
- We will change the way we do things to avoid making the same mistake in the future.
If you are dissatisfied with any aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manager who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.
If the problem cannot be immediately resolved and you are still not satisfied, you can write to or email the Chief Executive Officer at head office. We will acknowledge your complaint promptly and write to you again with a Final Response to your complaint in most cases within 10 business days from when we receive your complaint. If we are unable to give a Final Response within this period we will write to you informing you why we are not in a position to make a Final Response and indicate when we expect to be able to do so.
The address to write to is: Currencies Direct Limited, , One Canada Square, Canary Wharf, London, E14 5AA, or email for the attention of 'The CEO' at [email protected].
If you are still not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service [FOS]. You must do so within 6 months of receiving our final response. You can contact them at:
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel: 0800 023 4567.
We will send you a copy of the FOS consumer information leaflet with our final response.
USA complaints procedure
We’re sorry you have a reason to make a complaint. We want to resolve your issue as soon as possible. Please complete the form below detailing your issue or send us an e-mail to [email protected], please include:
- Your name and last name
- Your Currencies Direct Account number
- Your contract number, if your complaint is about a specific transfer
- What your complaint is about
- What you’d like us to do to fix it
What happens after I make a complaint?
Currencies Direct will:
- email you that we got your complaint
- ask for any extra information, if we need it
- investigate your case and your concerns, referring to the Terms and Conditions
- email you to explain what actions we took and why
We’ll look into your case as quickly as possible. If we can’t send a final response within 10 working days, we’ll let you know. In some cases, we can take up to 90 days to check your case.
What if I’m not happy with the response?
California Department of Financial Protection and Innovation
If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Financial Protection and Innovation at its toll-free telephone number, 1-866-275-2677, by email at [email protected] or by mail at the Department of Financial Protection and Innovation, 2101 Arena Boulevard, Sacramento, CA 95834
Florida Office of Financial Regulation
Money Transmitter License # FT230000149
For suspected violations of Chapter 560, Florida Statutes, call Currencies Direct on (407) 900-21-74 or contact the FL Office of Financial Regulation
200 E. Gaines St.
Tallahassee, FL 32399-0376
Georgia Department of Banking and Finance
Sale of Checks License #3367
For suspected violations, call Currencies Direct on (407) 900-21-74 or contact the GA Department of Banking and Finance - Money Service Businesses
2990 Brandywine Road, Suite 200
Atlanta, GA 30341-5565
Illinois Department of Financial and Professional Regulation
Division of Financial Institutions
Money Transmitter License # 0000353
If you are an Illinois resident and have a complaint or other concerns regarding the money transmission services offered by Currencies Direct, you may contact the Department of Financial and Professional Regulation
320 W. Washington,
3rd Floor, Springfield,
New Jersey (NJ)
New Jersey Department of Banking & Insurance
Money Transmitter License # L070530
Reference No. 1803617 For suspected violations contact Currencies Direct at (407) 900-21-74 or contact The NJ Department of Banking & Insurance -Licensing Services Bureau Banking, P.O Box 473, Trenton, NY 08625-0473 Tel: (609) 292-7272
North Carolina (NC)
North Carolina Office of the Commissioner of Banks
Money Transmitter License #161747
For suspected violations contact Currencies Direct at (407) 900-21-74 or contact The NC Office of the Commissioner of Banks
316 W. Edenton Street
Raleigh, NC 27603
Pennsylvania Department of Banking & Securities
Money Transmitter License #71699
To view our Pennsylvania money transmitter license please visit http://www.nmlsconsumeraccess.org/.
For suspected violations contact Currencies Direct at (407) 900-21-74 or contact:
Pennsylvania Department of Banking & Securities
17 North 2nd Street, Suite 1300
Harrisburg, PA 17101
(800) PA. BANKS (Pennsylvania residents)
(717) 787-1854 (out-of state residents)
Rhode Island (RI)
Rhode Island Division of Banking
Electronic Money Transfer License # 20193781MT
If you are a Rhode Island resident and have a complaint or other concerns regarding the money transmission services offered by Currencies Direct Inc, you may contact the Division of Banking
1511 Pontiac Ave., Bldg. 68-2
Cranston, RI 02920
South Carolina Attorney General
Money Transmitter License: Currencies Direct Inc
For questions or complaints about Currencies Direct Inc contact:
Office of the Attorney General Money Services Division
Rembert C. Dennis Building
100 Assembly Street Columbia, SC 29201
Texas Department of Banking
Money Transmitter License #3183
If you have a complaint about our services, first contact Currencies Direct customer support at 1-855-207-3503. If you still have an unresolved complaint regarding the company’s money transmission activity, please direct your complaint to:
Texas Department of Banking,
2601 North Lamar Boulevard,
Austin, Texas 78705
1-877-276-5554 (toll free)
Washington Department of Financial Institutions
Money Transmitter License # 550-MT-117489
For suspected violations contact Currencies Direct at (407) 900-21-74 or contact the WA Department of Financial Institutions
Division of Consumer Services
150 Israel Road, S.W.
Tumwater, WA 98501
Right to Refund—The following applies only to Transactions that are submitted by Senders in the State of Washington: You, the customer, are entitled to a refund of all monies received for transmittal within ten (10) days of receipt of a written request for refund unless any of the following occurs:
(i) The monies have been transmitted and delivered to the recipient prior to receipt of the written request for a refund;
(ii) Instructions have been given committing an equivalent amount of money to the person designated by the customer prior to the receipt of a written request for a refund;
(iii) Currencies Direct Inc has reason to believe that the a crime has occurred, is occurring, or may potentially occur as a result of transmitting money as requested by the customer or refunding the money as requested by the customer; or
(iv) Currencies Direct Inc is otherwise barred by law from making a refund.