DIRECT CAPITAL EXCHANGE LTD

COMPLAINTS

We are committed to providing the highest standard of service to all our customers. If something does go wrong, we want to hear from you so we can put it right and continually improve.

How to Make a Complaint:
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.

You can submit a complaint by:

What to Include in Your Complaint:
To help us resolve your issue quickly, please include:

  • Your name and contact details

  • Your account reference (if applicable)

  • A clear description of the issue

  • Any relevant supporting documents or evidence

Our Response Times:

  • We will acknowledge your complaint within 1 business day.

  • We aim to provide a full response within 3 business days, keeping you updated if more time is required. In some cases, this may be extended to 15 business days, and in exceptional circumstances, up to 35 business days.

Currencycloud’s Role in Complaints:
We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, 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.

Escalating to the Financial Ombudsman Service (FOS):
If you are not satisfied with the resolution we provide, you have the right to refer your complaint to the Financial Ombudsman Service.