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. Please get in touch on email complaints@informfx.co.uk or phone +44 (0)207 7708 098. We will endeavour to respond to complaints in 1 business day and resolve complaints in 15 business day (in exceptional circumstances resolve complaints in 35 business days).

 

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, GC Partners, Ebury, Sciopay and ALT 21. Currencycloud, GC Partners, Ebury, Sciopay and ALT 21 ultimately provide you with regulated payments and/or e-money services in UK, EU and US. 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, here is a link to Currencycloud complaints, GC Partners complaints, Ebury complaints, Sciopay complaints and ALT 21 complaints.

 

If you are a UK resident you can contact the Financial Ombudsman Service FOS contact link. If you are a EU resident you can contact the Netherlands Financial Services Complaints Institute Kifid contact link