Complaints Policy

The Travelex International Payments Service is provided by UKForex Limited ("UKForex").

Internal Complaints Handling Procedure

1          Should you have any query or complaint, it is important that you advise your usual contact at UKForex before taking any other action. Our dealers and administrative staff will be pleased to help and should be able to resolve your query or complaint immediately. If you cannot, or do not wish to, contact them, please contact our Client Support Services Department on : 0845 609 1356 or at compliance@travelex.ukforex.co.uk  for information on how complaints are handled by us internally.

2          In the unlikely event that your concerns cannot be resolved at the first point of contact, we will refer the matter to our Complaints Officer, who will provide written acknowledgement of receipt of your complaint promptly. Your complaint will then be investigated thoroughly and impartially. We will keep you informed of the progress of the complaint and you may be asked for additional information in order to assist this process. We will endeavour to provide you with a written response to your complaint within 10 business days after it is referred to our Complaints Officer.

Financial Ombudsman's Service

3          We are committed to resolving complaints through our internal complaints handling procedure. However, if it cannot be resolved to your satisfaction, then you may be entitled to refer it to the Financial Ombudsman Service ("FOS"). Further information, contact details and the eligibility requirements can be located on www.financialombudsman.org.uk. In the event that you do so, we will cooperate fully with the FOS and comply promptly with any settlements or awards made by it.

Urgent Court Orders

4          You should be aware that the above procedure does not prevent either you or UKForex from applying to a court for urgent injunctive relief.

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The Travelex International Payments service is provided by UKForex Limited [CN: 04631395] (“UKForex”).

UKForex is regulated by Financial Conduct Authority (FRN: 521566) for the provision of payment services.

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