Complaints
Our complaints handling process
Step 1: Initiate the Complaint
1. Complaint Submission: The first step in making a complaint about any aspect of our financial
product or service is to complete our complaints form. You can find the complaints form on
this page. This form will help us understand the nature of your concern, allowing us to take
steps to resolve the issue.
2. Prompt Acknowledgment: Upon submitting your complaint, you will receive an immediate
acknowledgment via email or confirmation page. This will include a unique reference
number for tracking the progress of your complaint.
Step 2: Investigation and Resolution
1 . Assigned Case Handler: Your complaint will be assigned to a dedicated case handler who will
be responsible for investigating and resolving the issue.
2. Investigation: Our team will thoroughly investigate your complaint, which may include
reviewing documentation and contacting relevant parties.
3. Regular Updates: You will be provided with regular updates on the progress of your
complaint, at least every ten business days.
4. Resolution: Once the investigation is complete, we will provide you with a final response,
addressing the concerns raised. If your case is complex, we have 8 weeks to provide a final
response, although we always aim to respond to all complaints promptly.
Step 3: Unsatisfied with Our Response
If you are not satisfied with our final response or resolution, you have the option to escalate your
complaint to the Financial Ombudsman Service (FOS).
Step 4: Escalating to the Financial Ombudsman Service (FOS)
Contacting the FOS: To escalate your complaint to the FOS, please follow these steps:
- Visit the Financial Conduct Authority (FCA) website for more information on how to
complain to the FOS: https://www.fca.org.uk/consumers/how-complain
- To make a complaint with the FOS, click here: https://www.financial-
ombudsman.org.uk/make-complaint
FOS Process: The Financial Ombudsman Service will independently review your complaint and
provide a final decision. Please note that the FOS process is free of charge.
Complaint Outcome: You will receive a final response from the Financial Ombudsman Service,
which will conclude the complaint resolution process.
Complaint Contact Form
Office
Frank Exchange Ltd.
Unit F1, Ransom Hall, Ransom Wood Business Park, Southwell Road West,
Mansfield, NG21 0HJ.
Legal - Terms and conditions | Privacy policy
For clients based in the European Economic Area, payment services for Frank eXchange Limited are provided by CurrencyCloud B.V.. Registered in the Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296 - 298, Mindspace Nieuwezijds Office 001 Amsterdam. CurrencyCloud B.V. is authorised by the DNB under the Wet op het financieel toezicht to carry out the business of an electronic-money institution (Relation Number: R142701).
For clients based in the United States, payment services for Frank eXchange Limited are provided by The Currency Cloud Inc. which operates in partnership with Community Federal Savings Bank (CFSB) to facilitate payments in all 50 states in the US. CFSB is registered with the Federal Deposit Insurance Corporation (FDIC Certificate# 57129). The Currency Cloud Inc is registered with FinCEN and authorised in 39 states to transmit money (MSB Registration Number: 31000206794359). Registered Office: 104 5th Avenue, 20th Floor, New York , NY 10011.
For clients based in the United Kingdom and rest of the world, payment services for Frank eXchange 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).
Payment services for KratosFX are 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). License No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution. Firm Reference Number: 927951
