Complaints
If you have a complaint please reach out to us directly and we will aim to respond within one business day.
We aim to resolve any complaints within 15 business days following receipt of the complaint. Please reach out with any questions or concerns here
We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, 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 how it has been handled, Currencycloud’s complaints information can be found here.
In exceptional circumstances, where the Client is unable to issue a final response within 15 business days of receipt of the complaint, it has up to a maximum 35 business days from the date of receipt to issue a final response. In those cases, TCCL must be notified and the Client is expected to be able to present a compelling rationale for not resolving the case within the 15 business days.
Complaint Settling Authority Details:
Financial Ombudsmand Service: (Telephone - +44 800 023 4567 or +44 300 123 9123 / Website - www.financial-ombudsman.org.uk) So End-Clients are correctly signposted should TRS Foreign Exchange,LLC be unable to resolve the complaint.