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Complaints procedure

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

Complaints

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?

If you’re not happy with our final response, you can make a complaint online with the Consumer Financial Protection Bureau, or your state regulator.

California (CA)

California Department of Business Oversight

License # 2660

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 Business Oversight at its toll-free telephone number, 1-866-275-2677, by email at [email protected], or by mail at the Department of Business Oversight, Consumer Services, 1515 K Street, Suite 200, Sacramento, CA 95814

 

Florida (FL)

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
(850) 487-9687

www.flofr.com

 

Georgia (GA)

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
(888) 986-1633

www.dbf.georgia.gov

 

Illinois (IL)

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,
IL 62786
(888) 473-4858

www.idfpr.com

 

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

www.state.nj.us/dobi/

 

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
(919) 733-3016

www.nccob.gov/public

 

Pennsylvania (PA)

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)

www.dobs.pa.gov

 

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
(401) 462-9500

www.dbr.ri.gov

 

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
800-734-1221

www.scag.gov/civil/money-services

 

Texas (TX)

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)

www.dob.texas.gov

 

Washington (WA)

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
(877) 746-4334

dfi.wa.gov

 

Additional Information

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.