Complaints

We aim to provide you with the highest quality of service at all times. If you feel you did not get the experience you expected, you may wish to make a complaint. 

Before you proceed with submitting a formal complaint, we encourage you to consider reaching out to our Client Support team as they may be able to quickly resolve the issue via email. You can contact our Client Support team by email at support@currenxie.com or by submitting a support request via our website. 

How to submit a complaint?

The quickest way to resolve your concerns is by contacting us directly. If you believe that our Client Support team was not able to provide a satisfactory solution to your issue, you may wish to submit a complaint via email to complaints@currenxie.com.

What happens next?

We will confirm receipt of your complaint and may ask for additional information to complete our investigation. As a regulated financial services provider, we take all complaints seriously and aim to provide you with our final response within 15 business days. Under certain circumstances we may need to extend this deadline, but we will notify you via email if this applies to your complaint, including when you can expect our final response.

If you have not received our final response within 15 business days (except where we informed you more time was required), or if you are not satisfied with our final response, you may choose to submit your complaint with the relevant, external body. Please read the below information carefully as how you do this depends on your location. 

🇦🇺 Australia

If you are in Australia you can submit your complaint to the Australian Financial Complaints Authority (AFCA) within 2 years of receiving our final response. Complaints can be submitted via the AFCA’s website. Alternatively, you may contact the AFCA Helpline by email at info@afca.org.au or by dialling 1800 931 678 (free). 

🇨🇦 Canada

At present, there is no regulatory or arbitration body accepting complaints against Money Service Businesses like Currenxie. Nevertheless, you may wish to contact your local regulator and/or refer to guidelines regarding similar processes via the Canadian Government’s website. 

🇮🇪 Ireland/European Economic Area (EEA)

In Ireland, you can make a complaint to the Financial Services and Pensions Ombudsman (FSPO) via the FSPO’s website. The FSPO’s helpline is also available by email at info@fspo.io or by phone at +353 1567 7000 (free).

🇿🇦 South Africa

If you are in South Africa, you can contact the National Financial Ombud Scheme (NFO) regarding complaints. Information and relevant forms are available on the NFO’s website, while the Financial Complaints Helpline can be reached by dialling 0860 66 28 37 (free).

🇬🇧 United Kingdom

In the UK, you can make a complaint to the Financial Ombudsman Service (FOS) within 6 months of receiving our final determination. You can submit your complaint online via the FOS’s website, or via phone by calling 0800 023 4567 (free). If you are outside of the UK, you will need to call +44 20 7964 0500. 

You may also consult the FOS’s Consumer Leaflet when submitting your complaint.

🇺🇲 United States

If you are in the USA, you can submit a complaint online at the Consumer Financial Protection Bureau’s website or refer to the Better Business Bureau’s website.