How do I make a complaint?

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Written by Currencies
Updated 10 months ago

At Currencies Direct, we aim to give every client an exceptional level of service. If you feel we’ve not lived up to this, please let us know.

We promise to:

  • Treat your complaint fairly and impartially
  • Investigate and resolve any complaint as quickly as possible
  • Apologise if we’ve made a mistake, and try to put things right if we can
  • Change the way we do things to avoid repeating the mistake
  • Give you a full explanation, and outline your remaining options, if we reject your complaint

How to make a complaint | UK

How to make a complaint | US


How to make a complaint | UK

Step 1:
Contact the person you’ve been dealing with.
They’ll try to help. If you prefer, you can ask to speak to a manager.
Step 2:
Contact our CEO

If your problem has not been resolved, you can contact our Chief Executive Officer at our head office:

By post:

FAO The CEO
Currencies Direct Limited,
One Canada Square,
Canary Wharf,
London,
E14 5AA

By email:
[email protected]

Subject: FAO The CEO

By online form

currenciesdirect.com/en/let-s-talk/complaints

We promise to:

  • Quickly let you know we’ve received your complaint
  • Write to you with a Final Response (usually within 10 business days)

If your final response takes longer, we’ll write to explain why and indicate how long we think it will take.

Step 3:

We hope we’ve been able to resolve your problem by now. If you’re not satisfied with our ‘Final Response’, you’re entitled to refer your complaint to the Financial Ombudsmen Service (FOS). You must do this within 6 months of receiving our Final Response.

Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR

Tel: 0800 023 4567

 

Hard copies can be requested from our head office:
Currencies Direct Limited, One Canada Square, Canary Wharf, London, E14 5AA – or on +44 (0) 20 7847 9494


How to make a complaint | US

Step 1:
Contact the person you’ve been dealing with.
They’ll try to help. If you prefer, you can ask to speak to a manager.

Step 2:
Contact our complaints team
If your problem has not been resolved, you can contact our complaints team.

By email:
[email protected]
Subject: Complaints USA


By online form

currenciesdirect.com/en/let-s-talk/complaints

We promise to:

  • Quickly let you know we’ve received your complaint
  • Write to you with a Final Response (usually within 10 business days)

If your final response takes longer, we’ll write to explain why and indicate how long we think it will take.

Step 3:
We hope we’ve been able to resolve your problem by now. If you’re not satisfied with our ‘Final Response’, you’re entitled to refer your complaint to the Consumer Financial Protection Bureau, or your state regulator (see below).

California (CA)
California Department of Financial Protection and Innovation

License # 2660

If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Financial Protection and Innovation at its toll-free telephone number, 1-866-275-2677, by email at [email protected] or by mail at:

The Department of Financial Protection and Innovation,
2101 Arena Boulevard,
Sacramento, CA 95834

Florida (FL)
Florida Office of Financial Regulation
Money Transmitter License # FT230000149

For suspected violations of Chapter 560, Florida Statutes, call Currencies Direct on (407) 900-21-74 or contact:

The FL Office of Financial Regulation
200 E. Gaines St.
Tallahassee, FL 32399-0376

(850) 487-9687

www.flofr.com

Georgia (GA)
Georgia Department of Banking and Finance
Sale of Checks License #3367

For suspected violations, call Currencies Direct on (407) 900-21-74 or contact:

The GA Department of Banking and Finance - Money Service Businesses
2990 Brandywine Road, Suite 200
Atlanta, GA 30341-5565

(888) 986-1633

www.dbf.georgia.gov

Illinois (IL)
Illinois Department of Financial and Professional Regulation
Division of Financial Institutions
Money Transmitter License # 0000353

If you are an Illinois resident and have a complaint or other concerns regarding the money transmission services offered by Currencies Direct, you may contact:

The Department of Financial and Professional Regulation
320 W. Washington,
3rd Floor,
Springfield, IL 62786

(888) 473-4858

www.idfpr.com

New Jersey (NJ)
New Jersey Department of Banking & Insurance
Money Transmitter License # L070530
Reference No. 1803617

For suspected violations contact Currencies Direct at (407) 900-21-74 or contact:

The NJ Department of Banking & Insurance -Licensing Services Bureau Banking,
P.O Box 473
Trenton, NY 08625-0473

Tel: (609) 292-7272

www.state.nj.us/dobi/

North Carolina (NC)
North Carolina Office of the Commissioner of Banks
Money Transmitter License #161747

For suspected violations contact Currencies Direct at (407) 900-21-74 or contact:

The NC Office of the Commissioner of Banks
316 W. Edenton Street
Raleigh, NC 27603

(919) 733-3016

www.nccob.gov/public

Pennsylvania (PA)
Pennsylvania Department of Banking & Securities
Money Transmitter License #71699

To view our Pennsylvania money transmitter license please visit http://www.nmlsconsumeraccess.org/.

For suspected violations contact Currencies Direct at (407) 900-21-74 or contact:

Pennsylvania Department of Banking & Securities
17 North 2nd Street, Suite 1300
Harrisburg, PA 17101
(800) PA. BANKS (Pennsylvania residents)

(717) 787-1854 (out-of-state residents)

www.dobs.pa.gov

Rhode Island (RI)
Rhode Island Division of Banking
Electronic Money Transfer License # 20193781MT

If you are a Rhode Island resident and have a complaint or other concerns regarding the money transmission services offered by Currencies Direct Inc, you may contact:

The Division of Banking
1511 Pontiac Ave., Bldg. 68-2
Cranston, RI 02920

(401) 462-9500

www.dbr.ri.gov

South Carolina (SC)
South Carolina Attorney General
Money Transmitter License: Currencies Direct Inc

For questions or complaints about Currencies Direct Inc contact:

Office of the Attorney General Money Services Division
Rembert C. Dennis Building
100 Assembly Street Columbia, SC 29201

800-734-1221

www.scag.gov/civil/money-services

Texas (TX)
Texas Department of Banking
Money Transmitter License #3183

If you have a complaint about our services, first contact Currencies Direct customer support at 1-855-207-3503. If you still have an unresolved complaint regarding the company’s money transmission activity, please direct your complaint to:

Texas Department of Banking,
2601 North Lamar Boulevard,
Austin, Texas 78705

1-877-276-5554 (toll free)

www.dob.texas.gov

Washington (WA)
Washington Department of Financial Institutions

Money Transmitter License # 550-MT-117489

For suspected violations contact Currencies Direct at (407) 900-21-74 or contact:

The WA Department of Financial Institutions
Division of Consumer Services
150 Israel Road, S.W.
Tumwater, WA 98501

(877) 746-4334

dfi.wa.gov

Additional information:

Right to Refund

The following applies only to Transactions that are submitted by Senders in the State of Washington: You, the customer, are entitled to a refund of all monies received for transmittal within ten (10) days of receipt of a written request for refund unless any of the following occurs:

(i) The monies have been transmitted and delivered to the recipient prior to receipt of the written request for a refund;

(ii) Instructions have been given committing an equivalent amount of money to the person designated by the customer prior to the receipt of a written request for a refund;

(iii) Currencies Direct Inc has reason to believe that a crime has occurred, is occurring, or may potentially occur as a result of transmitting money as requested by the customer or refunding the money as requested by the customer; or

(iv) Currencies Direct Inc is otherwise barred by law from making a refund.

Hard copies can be requested from our head office:
Currencies Direct Limited, One Canada Square, Canary Wharf, London, E14 5AA – or on +44 (0) 20 7847 9494

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