Queries and Complaints

If you have a query regarding your account or your dealings with Smart Currency Exchange Limited, you should initially notify your account manager and the Client Support team as soon as reasonably practicable:

Email: [email protected]
Or call: +44 (0) 207 898 0541

Where the initial query is not resolved to your satisfaction or if you wish to make a complaint, you should notify our Compliance Team at:

Email: [email protected]
Or call: +44 (0) 207 898 0541

You can also write to:

The Compliance Officer
Smart Currency Exchange Limited
1 Lyric Square
Hammersmith
London
W6 0NB
United Kingdom

Please provide your name, email address and account information in the complaint. We will acknowledge your complaint promptly and inform you who is dealing with it. Your complaint will be handled by someone who was not directly involved with the subject of the complaint.

We aim to resolve your complaint and inform you of the outcome as soon as possible. We will acknowledge your complaint within 3 business days of receipt. Sooner if possible.

Most complaints can be resolved quickly and you will receive a final response within 15 business days. In exceptional cases where a final response cannot be provided in this period, you will be kept informed of the status of your complaint and receive a written response within 35 business which:

• Explains why we cannot make a final response, and indicate when we might be able to;
• Inform you whether you qualify to refer your complaint to the Financial Ombudsman Service (FOS); and,
• Provide you with a copy of the FOS explanatory leaflet and contact details for FOS.

In investigating your complaint, we will take into account the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from our regulator, the Financial Conduct Authority (FCA), and from FOS. When we write to you with our final response we will set out the outcome of your complaint and the supporting reasons for our decision including details of how we have calculated any redress offered to you.

If you have not received a final, written response to your complaint within 35 business days, or if you are not satisfied with our final response, you may, if eligible under the FOS rules, refer your complaint to FOS. Please visit financial-ombudsman.org.uk for more information.

Email: [email protected]
or call: 0800 023 4567 or 0300 123 9 123

Please note that Smart Currency Exchange Limited does not subscribe to an Alternative Dispute Resolution service for those clients who are not eligible to use FOS.

• Within 3 business days: We will acknowledge your complaint and begin the investigation.
• Within 15 business days: You will receive a final, written response to your complaint.
• Within 35 business days: In cases we have been unable to resolve within 15 business days, you will receive information on how to escalate your complaint to the FOS.

For customers based in the US or EEA, payment services may be provided by The Currency Cloud Limited (Currencycloud), on behalf of Smart Currency Exchange Limited (SCEL). Please find more information here.

Contacting Smart Currency Exchange is your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. Please refer to the steps for ‘How to make a complaint‘ above for details on what to include in your complaint and the expected response times.

Currencycloud ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, 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.