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.
When a complaint is made, we will contact the complainant within one business day, confirming that their complaint is being considered/has been received.
We aim to resolve all complaints within 15 business days. In exceptional circumstances, we have 35 business days from the date of receipt to issue a final response. In these circumstances, the complainant will be provided with a holding response within 15 working days that will include:
1) The reasons for the delay in answering the complaint
2) A deadline for which we aim to issue a final response (not exceeding 35 business days)
Information Complainant Must Provide
· Client Name
· Date of Event (e.g. transaction date)
· Complaint Details
· Client Contact Details (email & phone)
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Ebury, Equals Money and GC Partners. Currencycloud ultimately provides you with regulated payments and e-money services in the UK, EU and the US. Ebury, Equals Money and GC Partners provide you with regulated payments and e-money services in the UK, EU and the US.
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, and Ebury, Equals Money and GC Partners can be found here.
If you are unsatisfied with our final response to your complaint then you have the option to escalate your complaint to the Financial Ombudsman Service (FOS)- free of charge.
Please note that you must refer your case to the Financial Ombudsman within 6 months of receiving the Final response from Orbis Exchange for them to consider your case. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
If you wish to escalate your complaint or you require additional information regarding the Financial ombudsman you can visit:
· https://www.financial-ombudsman.org.uk/make-complaint
The Financial Ombudsman will independently review your complaint and provide a final response.
info@orbis-exchange.co.uk | +44 0 203 918 5621 | 9am - 5:30pm