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Complaints Procedure

CurrencyFair is committed to providing its customers with the highest standard of service.  If you have a concern or complaint we encourage you to contact us so that it can be resolved.

When you make a complaint to us we will:

  • Acknowledge your complaint within five business days;
  • Make sure we understand the issues;
  • Do everything we can to fix the problem;
  • Keep you informed of progress;
  • Keep a record of your complaint;
  • Give you a name, reference number and contact details so that you can follow up if necessary;
  • Provide a final response to you within 40 business days.

Complaints Procedure

1. Contact Us

Please contact our customer services team in the first instance. Our customer services staff will be pleased to help and complaints can often be resolved at this early stage. If your concerns cannot be resolved at the first point of contact, the matter should be referred to CurrencyFair’s Client Services Manager (contact details below). At this stage, CurrencyFair will ask you to set out your complaint in writing providing as much detail as you can so that the Client Services Manager can fully investigate your complaint.

2. Investigation

If your concerns cannot be resolved at the first point of contact, the matter should be referred to CurrencyFair’s Client Services Manager (contact details below). At this stage, CurrencyFair will ask you to set out your complaint in writing providing as much detail as you can so that the Client Services Manager can fully investigate your complaint. They will then contact you at intervals of not greater than 20 business days, starting from the date on which the complaint was made. We must also attempt to resolve your complaint within 40 business days of having received the complaint.

3. External Review

If the complaint has not been resolved to your satisfaction, you may refer the matter to the relevant authority. Full details will be included in our Final Response Letter to you.

Contacting CurrencyFair

If you have any questions or concerns about this Complaints Policy or you wish to make a complaint, you may contact the Client Services Team on +353 (0) 1 246 1127 or click here for support.

Changes to this Complaints Policy

We continue to review our controls and processes to ensure that they are effective in meeting our commitments and obligations to our customers. We reserve the right to change this Complaints Policy without notice at any time and from time to time, including as needed to comply with the laws and regulations of the jurisdictions within which we operate. Your continued use of our services will constitute acceptance of those changes.