Complaints Handling

If you have any queries, concerns or complaints, Click 4 Currency Limited is your first port of call to resolve any issues. Click 4 Currency will handle any complaints in line with our complaints process.

If you have a complaint, please either call us on the number above or email directly on [email protected] to provide further information. When lodging a complaint, please provide the following information:

• The date of your complaint.
• The nature of your complaint.
• The impact on you or your business.
• Your contact details.
• Any further information.

Click 4 Currency work with Currencycloud, who ultimately provide you with regulated Payments and E-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. Click 4 Currency keep Currencycloud informed of the complaints we receive from you regarding the regulated Payments and E-money services they ultimately provide to you.

Currencycloud oversee how Click 4 Currency 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

If you make a complaint, Click 4 Currency will:

• Send an acknowledgment of your complaint within 1 business day.
• Assign a member of staff to investigate your complaint impartially and determine possible solutions.
• Keep you informed about the progress of your complaint investigation.
• Send a final response to your complaint, along with suggested solutions within 15 business days.

In exceptional circumstances, where Click 4 Currency are unable to issue a final response within 15 business days of receipt of your complaint, up to a maximum 35 business days is permitted from the date of receipt to issue a final response.

If a complaint needs to escalated or falls under exceptional circumstances, you will be notified by the member of staff assigned to your complaint.

If you are unhappy with the final response to your complaint investigation, you may be eligle to escalate your complaint to the Financial Ombudsman Service (FOS). If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.