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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. Please get in touch with us immediately using the contact information above or via the button to the right.
We work with e-money and payment institution partners to provide you with our service, namely Currencycloud, GC Partners & Equals. These partners ultimately provide you with regulated payments and e-money services in UK/EU/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, Currencycloud’s complaints information can be found here , Equals Group here, and for GC Partners here.
We aim to initially respond to all complaints within a maximum of 24 hours. Following the receipt of a compliant, we will respond within 15 business days following with a final response. In exceptional cases we may have to take up to 35 business days to investigate and provide you with a final response- in those instances we will inform you of the delay by the 15th day via a holding response.
Should you not be happy with how a complaint has been handled or the outcome of your complaint you can contact the Financial ombudsman here who will provide a final decision on your case.
When making a complaint, please outline the following information:
• The date of the complaint
• The nature of your complaint
• The impact on your business
• Your contact details
• Any additional information
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. Please get in touch with us immediately using the contact information above or via the button to the right.
We work with e-money and payment institution partners to provide you with our service, namely Currencycloud, GC Partners & Equals. These partners ultimately provide you with regulated payments and e-money services in UK/EU/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, Currencycloud’s complaints information can be found here , Equals Group here, and for GC Partners here.
We aim to initially respond to all complaints within a maximum of 24 hours. Following the receipt of a compliant, we will respond within 15 business days following with a final response. In exceptional cases we may have to take up to 35 business days to investigate and provide you with a final response- in those instances we will inform you of the delay by the 15th day via a holding response.
Should you not be happy with how a complaint has been handled or the outcome of your complaint you can contact the Financial ombudsman here who will provide a final decision on your case.
When making a complaint, please outline the following information:
• The date of the complaint
• The nature of your complaint
• The impact on your business
• Your contact details
• Any additional information
For clients based in the European Economic Area, the issuance of e-money and the provision of related payment services for BLK.FX LTD are provided by CurrencyCloud B.V. CurrencyCoud B.V. is registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701)." “Payment services in the United States are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here. VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.BLK.FX's payment and foreign currency exchange services are provided by Global Currency Exchange Network Ltd T/A GC Partners. Global Currency Exchange Network Ltd is authorised by the FCA under the Payment Services Regulations, 2017 (FRN: 504346). Registered as a Money Services Business, regulated by HM Revenue & Customs ("HMRC") under the Money Laundering Regulations 2017. (Registration number is 12137189). Registered in England and Wales. Company number 04675786. Registered Office 3rd Floor 100 New Bond Street, London, England, W1S 1SP. BLK.FX’s Payment and Foreign Currency Exchange Services are provided by Ebury Partners UK Limited. Ebury Partners UK Limited(EPUK) is an Authorised Electronic Money Institution (Financial Services Register No. 900797) and is licensed to provide payment services including FX spots and FX Forwards for the commercial purpose of the facilitation of payments for identifiable goods or services and direct investments. Ebury Partners UK Limited is registered with the Information Commissioner's Office, with registration number: ZA345828. 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."
