Queries and Complaints

Our aim is to provide a high level of service to all of our clients all of the time. We value feedback of all kinds from our clients and use it to enhance our products and services. We appreciate that from time to time things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.


If you have a query

If you have a query regarding your account or your dealings with Smart, you should initially notify the Client Support team as soon as reasonably practicable by;

E-mail to smartaccounts@smartcurrencyexchange.com
Telephone on +44 (0) 207 898 0541

Our Smart Accounts team will determine whether the query can be resolved immediately or will require further investigation. Most queries can be resolved immediately or within 24 hours. If your query requires further investigation, we will contact you within 5 business days of the initial query to advise you of the outcome.


How to make a complaint

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

E-mail at compliance@smartcurrencyexchange.com or;

Writing to:
The Compliance Officer
Smart Currency Exchange Limited
1 Lyric Square
W6 0NB
United Kingdom

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.


What happens next?

We aim to resolve your complaint and inform you of the outcome as soon as possible. If we are unable to respond to your complaint within 3 business days of receiving it, we will update you on the status of your complaint until such time as our investigation is complete. If we are unable to provide you with a final response to your complaint within 15 business days of receiving it, we will contact you in writing to:

  • Explain why we are not in a position to issue a final response to your complaint and to provide an indication of when we expect to be able to provide one (this must be within 35 business days of you first referring your complaint to us).
  • Inform you whether you qualify to be able 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.

As explained above we will also inform you whether you can refer your complaint to FOS if you remain dissatisfied and provide a copy of the FOS explanatory leaflet. If you wish FOS to consider your complaint, you will usually need to refer it to them within six months of the date of our final response.

You can access a copy of the FOS explanatory leaflet here.

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