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Safeguarding Funds

When funds are posted to your account, in line with regulatory requirements, the regulated [Currencycloud, GC Partners] institutions who we work with safeguard your funds. This means that the funds shown in your payment account or e-wallet are held at reputable banks or covered by an insurance policy, and most importantly, are protected for you in the event of our partner [Currencycloud, GC Partners] institutions’, or our, insolvency. Our partners stop safeguarding your funds when the money has been paid out of your account to your beneficiary’s account. If you require a breakdown of the exact amounts of funds you have safeguarded at each of our [Currencycloud, GC Partners] partners at a particular point in time, please do not hesitate to contact us.

Complaints Procedure

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 complaints@goxchange.co.uk, or call on 020 3908 4662 and request your account manager who will take note of your complaint on our register. In your complaint, please outline dates, information, trade and/or payment references if applicable. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, GC Partners. Currencycloud ultimately provides you with regulated payments and e-money services. GC Partners provides a similar service. 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/.

If you are not satisfied with our complaint handling procedure, the relevant authority to contact is the Financial Ombudsman Authority.

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CurrencyCloud

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For clients based in the European Economic Area, the issuance of e-money and the provision of related payment services for GoXchange Ltd are provided by CurrencyCloud B.V. CurrencyCoud B.V. is registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701).


Payment services in the United States are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here. VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.


For clients based in the United Kingdom, payment services for Go Xchange Limited are provided by The Currency Cloud Limited. Registered in England and Wales No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199). 

Currencycloud Terms of Use

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GC Partners

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Go Xchange's payment and foreign currency exchange services are provided by Global Currency Exchange Network Ltd T/A GC Partners. Global Currency Exchange Network Ltd is authorised by the FCA under the Payment Services Regulations, 2017 (FRN: 504346). Registered as a Money Services Business, regulated by HM Revenue & Customs ("HMRC") under the Money Laundering Regulations 2017. (Registration number is 12137189). Registered in England and Wales. Company number 04675786. Registered Office 3rd Floor 100 New Bond Street, London, England, W1S 1SP.

Terms of Use

© 2022 Go Xchange. All rights reserved.

Go Group Holdings

For support - please call 020 3908 4662 or email info@goxchange.co.uk

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For any formal complaints, please contact us via:

Email: complaints@goxchange.co.uk

Phone: 020 3908 4662

Post: 20-24 High Street, Rayleigh, Essex. SS6 7EF

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We aim to respond promptly within 24 hours, provide a resolution within 15 days which may extend to 35 days in exceptional circumstances.

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