Customer Assurance

Conduct of Business Policy

At Frank eXchange, we adhere to the following principles of business conduct:

• Always act with integrity.
• Act with due skill, care, and diligence in our operations.
• Foster open and cooperative relationships with our regulated services providers, Currencycloud & Sciopay.
• Pay due regard to the interests of customers and treat them fairly; and
• Observe proper standards of market conduct.
• Act to deliver good outcomes for retail customers.
• Act in good faith towards retail customers.
• Avoid causing foreseeable harm.
• Enable and support retail customers to pursue their financial objectives.

As our customers, this means that we will provide you with the following outcomes:

• Transparent pricing and value.
• Accurate and suitable customer services tailored to your needs.
• Dedicated customer support to address your inquiries and concerns promptly.
• Clear communication to ensure your understanding of our products and services.

If at any point you find that these objectives have not been met, please do not hesitate to reach out to us using the contact information provided below. We are committed to addressing your concerns promptly and providing the necessary support. Additionally, you may choose to utilise our complaints form, conveniently located in the complaints section of our website, to formally submit any dissatisfaction you may have.

Get in Touch:

Phone: 07441 910 897

Email: FX-Admin@frank-exchange.com

Keeping your funds safe:

When funds are posted to your account, in line with regulatory requirements, the regulated Currencycloud and Sciopay 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 Currencycloud and Sciopay 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. If you require a breakdown of the exact amounts of funds you have safeguarded at each of our Currencycloud and Sciopay at a particular point in time, please do not hesitate to contact us.

Vulnerable Customers Policy:

At Frank eXchange, we adopt good practice and deliver an appropriate level of care towards vulnerable customers, where "vulnerable customers" mean customers, who are under 18 or over 70 years of age. The reason behind this control is to prevent possible impersonation and/or abuse of personal Know Your Customer (KYC) data, since our customers create their account online. The following rules apply to vulnerable customers:

Under 18s: We do not accept applications for clients who are under 18 years old.

Over 70s: We must obtain a picture of the customer holding their Proof of Identity (POI), in addition to another method of standard verification.

As part of our commitment to safeguarding vulnerable customers at Frank eXchange, we require a meeting either face-to-face or via video call before providing you with access to our platform. This serves dual purposes: to confirm your understanding of our services and to enable us to gain insight into your specific situation and transactional needs. By engaging in this personalised interaction, we aim to foster trust, mitigate risks, and tailor our services to best meet your requirements.

Note: In instances where the customer becomes a “vulnerable customer” throughout the course of the business relationship (turning 70 years old), the additional verification step (photograph of client holding their POI), will be conducted during customer due diligence refresh. - On a periodic basis all our existing customers are reviewed to ensure the information kept on record is up to date for the purpose of applying customer due diligence measures.