Complaints
Complaints
We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.
Need to discuss a query, concern, or complaint?
Please contact John Hall our Complaints Officer on:
Phone: 07441 910 897 / Email: Fx-Admin@frank-exchange.com
Our complaints handling process
Step 1: Initiate the Complaint
1. Complaint Submission: The first step in making a complaint about any aspect of our financial product or service is to complete our complaints form. You can find the complaints form at the bottom of this page. This form will help us understand the nature of your concern, allowing us to take steps to resolve the issue.
2. Prompt Acknowledgment: Upon submitting your complaint, you will receive acknowledgment via email within 1 day of us receiving the complaint. This will confirm the complaint is being considered and advise when to expect a response. We aim to resolve the complaint within 3 business days.
Step 2: Investigation and Resolution
Your complaint will be assigned to a dedicated case handler who will be responsible for investigating and resolving the issue. Our team will thoroughly investigate your complaint competently, diligently, and impartially, obtaining additional information as necessary.
Step 2: Investigation and Resolution
Your complaint will be assigned to a dedicated case handler who will be responsible for investigating and resolving the issue. Our team will thoroughly investigate your complaint competently, diligently, and impartially, obtaining additional information as necessary.
After the investigation concludes, you will receive a final response, which may include one of the following outcomes:
- Acceptance of the complaint, accompanied by appropriate redress or remedial action, if deemed necessary.
- Offer of redress or remedial action, without accepting the complaint.
- Rejection of the complaint, along with detailed reasons for the decision.
Response Times: We aim to resolve the complaint within 3 business days. On occasion where escalation is necessary, the resolution timeline may extend to 15 business days from the receipt of the complaint. In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response. In these circumstances, we will issue a holding response to you within the 15 business days to update you.
The holding response will include:
1. The reasons for the delay in answering the complaint; and
2. A deadline which we aim to issue a final response within.
This deadline will not be later than 35 business days after the date the complaint was received.
If a complaint needs to escalate or falls under exceptional circumstances, you will be notified by the Complaints Team.
Step 3: Unsatisfied with Our Response
If you are not satisfied with our final response or resolution, you have the option to escalate your complaint to the Financial Ombudsman Service (FOS).
Step 4: Escalating to the Financial Ombudsman Service (FOS)
To make a complaint with the FOS, click here: https://www.financial-ombudsman.org.uk/make-complaint.
FOS Process: The Financial Ombudsman Service will independently review your complaint and provide a final decision.
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and Sciopay. Currencycloud and Sciopay ultimately provide you with functionally limited elements of regulated payments and 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 Sciopay’ s complaints information can be found here: https://sciopay.co/complaints/
Contact Us
Head Office: 0744 191 0897
Email: FX-Admin@frank-exchange.com
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Office
Frank Exchange Ltd.
Unit F1, Ransom Hall, Ransom Wood Business Park, Southwell Road West,
Mansfield, NG21 0HJ.
Legals:
Unit F1, Ransom Hall, Ransom Wood Business Park, Southwell Road West,
Mansfield, NG21 0HJ.
Legals:
Payment and e-money services (Non MIFID related products) are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: 1 Sheldon Square, London, W2 6TT, United Kingdom. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199)
Payment and e-money services (Non MIFID related products) are provided by The Currency Cloud Limited. Registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701)
For United States, Payment services for Frank Exchange Limited (Non MIFID related products) are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here. VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.
Foreign Exchange and Payment Services for customers introduced by Frank eXchange to Sciopay Ltd are provided solely by Sciopay Ltd. Sciopay Ltd is a company incorporated in England & Wales with Registration No: 12352935. Sciopay Ltd is licensed and regulated by HMRC as a Money Service Business (MSB) with Licence No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution with Firm Reference Number: 927951.
Payment and e-money services (Non MIFID related products) are provided by The Currency Cloud Limited. Registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701)
For United States, Payment services for Frank Exchange Limited (Non MIFID related products) are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here. VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.
Foreign Exchange and Payment Services for customers introduced by Frank eXchange to Sciopay Ltd are provided solely by Sciopay Ltd. Sciopay Ltd is a company incorporated in England & Wales with Registration No: 12352935. Sciopay Ltd is licensed and regulated by HMRC as a Money Service Business (MSB) with Licence No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution with Firm Reference Number: 927951.
Payment services for Frank eXchange are also provided by Equals Connect Limited, registered in England and Wales (registered no. 07131446). Registered Office: Vintners’ Place, 68 Upper Thames St, London, EC4V 3BJ. Equals Connect Limited are authorised by the Financial Conduct Authority to provide payment services (FRN: 671508).
Anti-Bullying and Harassment Policy
At Frank eXchange Limited, we are committed to providing a safe and respectful environment for both our customers and staff. We do not tolerate any form of bullying, harassment, or abusive behaviour towards our employees.
Anti-Bullying and Harassment Policy
At Frank eXchange Limited, we are committed to providing a safe and respectful environment for both our customers and staff. We do not tolerate any form of bullying, harassment, or abusive behaviour towards our employees.
Any communication that is deemed offensive, threatening, or disrespectful may result in the termination of services. We expect all interactions to be conducted with professionalism and courtesy to ensure a positive experience for everyone involved.
Thank you for your understanding and cooperation.