Complaints Process
You can reach us directly for any queries or concerns you may have, this includes complaints.
All complaints will be handled within a timely manner with proactivity from the team at all times. All complaints made will be escalated to Senior Management or Director level within 1 working day. At this point our team will confirm to the complaint that they have received the compliant and it is being reviewed.
We aim to resolve all complaints within 15 business days. In exceptional circumstances, we have 35 business days from the date of receipt to issue a final response. In these circumstances, the complainant will be provided with a updated response within 15 working days that will include:
1) The reasons for the delay in answering the complaint
2) A deadline for which we aim to issue a final response (not exceeding 35 business days)
Information Complainant Must Provide:
Client Name
- Date of Event (e.g. transaction date)
- Complaint Details
- Client Contact Details (email & phone)
To deal with your complaint you can:
Speak to a member of the Operations team on the phone: 0203 950 1252
Email: info@clearcapitalex.com
Every complaint is dealt with by the Operations Team.
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, Clear Capital Exchange’s complaints information can be found here
If you are unsatisfied with our final response to your complaint then you have the option to escalate your complaint to the Financial Ombudsman Service (FOS) – free of charge.
Please note that you must refer your case to the Financial Ombudsman within 6 months of receiving the Final response from Clear Capital Exchange Limited for them to consider your case. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Complaints Disclosure: We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Ebury, Global Currency Exchange Network Ltd. Currencycloud ultimately provides you with regulated payment and/or e-money services in the UK, EEA and US. Ebury and Global Currency Exchange Network Ltd ultimately provides you with regulated payment and/or e-money services in the UK. 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: https://www.currencycloud.com/legal/complaints-procedure/ and Ebury’s can be found here: https://ebury.com/compliance-legal/legal/complaints-policy. For any complaints relating to Global Currency Exchange Network Ltd , you can reach the team by:
- Post at GC Partners, One New Change, London, EC4M 9AF
- Phone on 0203 763 9870
- Email at complaints@gcpartners.co