SafeGuarding and Complaints

When funds are posted to your account, in line with regulatory requirements, the regulated [payment/e-money] institutions that we work with safeguard your funds. 

This means that the funds shown in your payment account or e-wallet are held at reputable banks or covered by an insurance policy, and most importantly, are protected for you in the event of our partner [e-money/payment] institutions’, or our, insolvency. 

Our partners stop safeguarding your funds when the money has been paid out of your account to your beneficiary’s account. 

If you require a breakdown of the exact amounts of funds you have safeguarded at each of our [e-money/payments partners] at a particular point in time, please do not hesitate to contact us. 

info@currencyfarm.co.uk

0333 050 9918 

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our process below:

What is a complaint? 

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which has resulted in (or may result in) financial loss, material distress or material inconvenience.

We take every complaint very seriously and will resolve most complaints within three business days.

When making a complaint, please outline the following information:

• The date of the complaint
• The nature of your complaint
• The impact on your business
• Your contact details
• Any additional information

How do I complain? 

There are three ways you can make a complaint:

• Speak to a member of the Currency Farm team on the phone: 

                     0333 050 9918 (UK)

                     +44 203 026 3962 (International)  

• Email: contact@currencyfarm.co.uk

• Send your complaint to:

                    Currency Farm Limited

                    Launchpad - Airport Business Park 

                    Cherry Orchard Way

                    Rochford, Essex

                    SS4 1YH

What happens when a complaint is made? 

• The complaint will be acknowledged within 24 hours of receiving it. 
• Aim to resolve within 3 working days
• If a complaint needs to be escalated we may extend the timeline to 15 working days from receiving the original complaint. 
• In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum of 35 business days from the date of receipt to issue a final response.
• If a complaint needs to be escalated or falls under exceptional circumstances, you will be notified by the Customer Operations Team.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Equals and Sciopay. Currencycloud ultimately provides you with regulated payments and e-money services in the UK, EU and US. Equals and Sciopay provide you with regulated payments and e-money services in wider jurisdictions in addition to the above. 

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, Currencycloud’s complaints information can be found here, and Equals can be found here and Sciopay can be found here. 

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 by telephone. Further details and how to contact FOS can be found here.

If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.