Customer Complaint Procedure

Xchange Finance Limited is registered with Companies House in the UK under Company Number 09908958 and the registered office is 65 Compton Street, London, England, EC1V 0BN

Xchange Finance Limited is regulated by the Financial Conduct Authority (FCA) with Firm Reference Number 927212, as an Authorised Electronic Money Institution (EMI) providing payment and electronic money services to private and corporate clients. As such we’re required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to the services we provide.

This Policy outlines how we handle any complaints that we receive and complies with our regulatory requirements.



How to make a complaint


If you are a client of Xchange Finance Limited, we would encourage you first to speak to your Account Manager either by calling her/him or by sending him/her an email in an attempt to resolve your issue.

However, if that is not successful or if your complaint involves your Account Manager, please email us at and our Complaints Officer will contact you directly.

Kindly note that the following types of messages shall not be considered as Complaints:
– complaints concerning the Company’s activity which is not regulated by the special laws and is not supervised by the supervisory authority;
– complaints concerning activity for the performance of which the Company is not responsible;
– requests for identification of payment or payment remitter / subject depositing funds on the client’s account;
-requests for mediation of payment return or for payment recipient identification;
-requests for a copy of payment or transaction document;
-requests for data about payment remitter or payment specification;
-suggestions for adjustment or improvement of the Company’s services;
– suggestions for modification of documents issued and (or) proposed by the Company in relation to the service provision.

In case the Company is not responsible for the performance of the activity indicated in the complaint, the Company shall reply to the client by indicating reasons for a refusal to accept and examine the complaint, as well as, if possible, specifying the person responsible for dealing with such complaints.


The FOS (Financial Ombudsman Service) will only consider complaints about regulated products and services


Your complaint will be logged in our system and a designated Xchange Finance Limited team member will be allocated to handling your matter.

We would like to assure you that the team member handling your complaint will be an experienced member of staff and, where appropriate, someone who was not directly involved in the matter about which you are raising a complaint. They will have the authority to settle your complaint or will have access to someone who has such authority.

Complaints shall be investigated following the principles of justice, fairness, reasonableness, objectivity, impartiality and with respect to the human rights. The investigation process of Complaint shall be duly documented.


Steps towards resolving your complaint

Step 1 – The designated team member will acknowledge receipt of your complaint, either by post or by email, within 5 business days.

Step 2 – We will carry out a thorough investigation into your complaint and you should get a response and an explanation.

Step 3 – If you are not happy with our response, you are invited to provide your comments particularly if we have omitted something that you consider of relevance to the matter.

Step 4 – Xchange Finance Limited will provide you with a final response of the initial complaint, confirming our position on your complaint and setting out our conclusions.

Step 5 – If you are not happy with our final resolution you can refer your complaint to the Financial Ombudsman Service.

Internal related documents


We aim to resolve your complaint and issue our final conclusions within 15 business days of receiving your complaint.

However, in exceptional circumstances, if we cannot give you a final response within that time period, we will contact you to let you know why not and to confirm when you can expect to receive a substantive response from us.

In any event, we will send you a final response within 35 business days of receiving your complaint.


What happens if you are not satisfied with our response


If you remain dissatisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS). Although this service is free of charge, there are a number of conditions you should be aware of:

1.    You must contact them within 6 months of the date of our final response. If you do not, the FOS will not have our permission to consider your complaint and will only be able to do so in exceptional circumstances.

2.    The FOS only handles complaints raised by eligible complainants namely: private individuals, micro-enterprises (businesses employing fewer than 10 persons whose annual turnover and/or annual balance sheet does not exceed EUR 2 million), charities (whose annual income is less than £1 million); and a small business at the time you refer the complaint to Xchange Finance Limited (annual turnover less than £6.5m; and (i) employs fewer than 50 employees; or (ii) has a balance sheet total of less than £5m

3.    The FOS will only consider complaints about regulated products and services. This means that they can consider issues arising from the payment services we provide but not complaints about the foreign exchange products we offer as these are unregulated.

To contact the Financial Ombudsman Service, a complainant is advised to write or telephone or email their situation to:
Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone No.: 08000234567

Complaint records


Our regulator, the FCA, obliges us to keep a record of each complaint received and the measures taken for its resolution. We retain these records for a minimum of 3 years from the date the complaint was received.

Please note that Xchange Finance has a right to ask you for additional documents in support of your claim and will be expecting that such will be submitted without reasonable delay.

Xchange Finance accepts claims in English or in other language accompanied with a certified translation into English.