Complaints Handling Process
At Cambridge Currencies, we are committed to providing excellent service, and your satisfaction is our top priority. However, if you have any concerns or complaints, we want to address them quickly and effectively. Below is a summary of our complaints handling process, along with important information on how you can escalate your complaint if necessary.
How to Submit a Complaint
If you have a complaint, we encourage you to contact us as soon as possible. We are your first port of call for any queries or concerns, including complaints. Please include the following information in your complaint to help us address your concerns promptly:
- Your full name and contact details
- A clear description of your complaint
- Any relevant transaction details
- How you would like us to resolve your complaint
You can submit your complaint through the following channels:
- Email: [info@cambridgecurrencies.com]
- Phone: [01223-608232]
Our Response Timeline
Once we receive your complaint, we will:
- Acknowledge Receipt: We will acknowledge your complaint within one business day, confirming that we have received it and providing you with a reference number for your complaint.
- Investigation: We will thoroughly investigate your complaint, which may involve gathering additional information from you or reviewing the details of your transaction.
- Resolution: We aim to resolve all complaints as quickly as possible. In most cases, you can expect a final response within 15 working days of receiving your complaint. If we are unable to resolve your complaint within this timeframe, we will keep you informed of our progress and provide you with an expected resolution date.
Currencycloud’s Role
We work with Currencycloud, who ultimately provides you with regulated Payments and E-money services. Currencycloud has certain obligations as a regulated financial services institution, including handling complaints related to these services. We keep them informed of any complaints we receive from you regarding the regulated Payments and E-money services they provide. Currencycloud oversees how we handle these complaints to ensure compliance with regulatory standards.
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, you may refer to Currencycloud’s complaints procedure. You can find more information about their complaints process here:
Currencycloud Complaints Procedure
Escalation to the Financial Ombudsman Service (FOS)
If you are not satisfied with our response to your complaint, or if we have not resolved your complaint within 4 weeks from the date of submission, you have the option to approach the Financial Ombudsman Service (FOS) in the UK. The FOS is an independent body that helps resolve disputes between consumers and financial services firms.
Contact Information for the Financial Ombudsman Service:
- Website: FOS Website Link
- Phone: 0800 023 4567 (free from landlines) or 0300 123 9123 (free from most mobile phones)
- Email: complaint.info@financial-ombudsman.org.uk
- Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
We hope that we can resolve any issues you may have to your satisfaction. Please do not hesitate to contact us with any questions or concerns.