Complaints Handling

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 email info@goxchange.co.uk and your complaint will be handled within 24 hours. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and GC Partners. both ultimately provides you with international payment solutions and infrastructure. 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, Currencycloud’s complaints information can be found here https://www.currencycloud.com/legal/complaints-procedure/