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Complaints Policy

YOUR FEEDBACK MATTERS TO US

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, if you need to get in touch please see the contact information below. 


Email address: complaints@goodfx.co.uk


Phone number: +44 (0) 203 576 0500


We will acknowledge receipt of your complaint within a 24 working hour period.


We work with e-money and payments institution partners in providing you with our service, namely Ebury Partners UK Limited, The Currency Cloud Limited, Equals Connect Limited. These partners ultimately provide you with the end services, details of the services you receive from us and our partners can be found in the terms and conditions you agreed to when opening an account with 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, our partners complaints information can be found below. 


We will ensure a complaint is acknowledged within 24 hours. If the complaint is resolved within 3 working days, customers must agree they are happy with the outcome and we will send them a summary of the resolution. If it’s not resolved within 3 working days, we will have investigated and written to the customer with a final response within 15 days. If a customer is still wants to escalate the complaint further, information on how to contact the Financial Ombudsman Service can be found here.


Partners complaints information:


Ebury Partners UK Limited – https://ebury.com/legal/complaints-policy/


The Currency Cloud Limited – https://www.currencycloud.com/legal/complaints-procedure/


ScioPay Ltd – https://sciopay.co/complaints/


Equals Connect Limited – https://www.equalsconnect.com/home/complaints-policy

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© 2023 GoodFX.

36 Lancaster Road

Wimbledon

London

SW19 5DD

United Kingdom

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Safeguarding Notice:

When funds are posted to your account, in line with regulatory requirements, the regulated 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 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.

 

Partner Providers:

GoodFX partners with the seven FCA-regulated entities listed below. 

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Payment and e-money services (Non MIFID related products) are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199). Terms of Use are available here.

GoodFX’s Payment and Foreign Currency Exchange Services are provided by Ebury Partners UK Limited. GoodFX is partnered with Ebury Partners UK Limited as a Programme Manager. Ebury Partners UK Limited is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution (Financial Services Register No. 900797). Ebury Partners UK Limited is registered with the Information Commissioner's Office, with registration number: ZA345828

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ALT 21 Limited, a company incorporated in England and Wales (No.10723112) with its registered office at 45 Eagle Street, London WC1R 4FS, United Kingdom, is authorised and regulated by the Financial Conduct Authority of the United Kingdom (FRN:783837). ALT 21 Software Limited, the parent company, is incorporated in Ireland (No. 578153) with its registered office at Century House, Harold's Cross Rd, Dublin, D6W P993, Ireland. 

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Payment services for GoodFX Ltd are also provided by Sciopay Ltd. Sciopay Ltd is a company incorporated in England & Wales. Registration No: 12352935. Sciopay Ltd is licensed and regulated by HMRC as a Money Service Business (MSB). Licence No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution. Firm Reference Number: 927951.

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Equals Money Plc. Registered Address: 3rd Floor, Vintners’ Place, 68 Upper Thames St, London, EC4V 3BJ. Company registered in England and Wales. Registered number: 05539698. Money Service Business Registered Number: 12236741.


Interpay UK Ltd t/a TransferMate – Authorised as an Electronic Money Institution by the UK Financial Conduct Authority under registration no. 900930.

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Commercial financing solutions are offered by Spark Finance Limited, which acts as a broker rather than a lender. The company's registered office is located at 18 John Stow House, London, England, EC3A 7JB, with a company registration number of 10128297. Spark Finance Limited is authorised and regulated by the Financial Conduct Authority (FRN 958123).

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All testimonials, reviews, opinions or case studies presented on our website may not be indicative of all customers. Results may vary and customers agree to proceed at their own risk.  

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