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Complaints Policy

YOUR FEEDBACK MATTERS TO US


At GoodFX, we are dedicated to the delivery of exceptional service for cross-border currency transactions. While we take immense pride in ensuring a seamless experience for our clients and the charities they support, we understand that there may be instances when you are not completely satisfied.

However, we value your input, including complaints, as it provides us with an opportunity to enhance our services. We share these complaints with our partners, as appropriate.

we have established policies and procedures that allow our clients and prospective clients to register complaints regarding the services they have received (or not received) if they are dissatisfied.

WHAT CONSTITUTES A COMPLAINT?


A complaint may arise if you are dissatisfied with the delivery (or lack thereof) of our services, or services provided by one of our suppliers, resulting in (or potentially resulting in) financial loss, significant distress, or substantial inconvenience.

We take each complaint seriously and aim to resolve most complaints within three business days.

When submitting a complaint, please provide the following details:

  • The date of the complaint

  • The nature of your complaint

  • The impact on your business

  • Your contact information

  • Any additional pertinent information

 

HOW CAN I LODGE A COMPLAINT?


Please email your complaint to: complaints@goodfx.co.uk

 

Every complaint will be addressed by GoodFX's team.

WHAT OCCURS WHEN A COMPLAINT IS FILED?


A member of the GoodFX team will send you an email confirmation of your complaint's receipt within 24 hours of receiving it, with the aim of resolving the complaint within three business days.

On certain occasions, a complaint may necessitate escalation, leading to an extended resolution timeline of up to 15 business days following the receipt of the complaint by the team.

In exceptional circumstances, if we are unable to provide a final response within 15 business days of receiving the complaint, we reserve up to a maximum of 35 business days from the date of receipt to issue a final response.

Should your complaint need to be escalated or fall under exceptional circumstances, you will be informed by the GoodFX team.

WHAT IF I AM NOT SATISFIED WITH THE RESOLUTION?


If, for any reason, you are dissatisfied with the response from our partners, you have the option to seek further assistance from the relevant government body.

If you are a resident in the UK, you can contact the Financial Ombudsman Service (FOS) through mail, an online form, or by telephone. 

If you are a resident in the EU, you can reach out to the Netherlands Financial Services Complaints Institute (Kifid) by mail, online form, or telephone. 

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