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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, payment services for BLK.FX 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 BLK.FX 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 BLK.fx 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).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.
