How to file a complaint

There are three ways you can make a complaint:
‍
Speak to a member of the Prime Currencies team on the phone:
Our main office number is +44 (0) 1442 601082.
Email: Complaints@primecurrencies.com
Send your complaint to:
Prime Currencies Ltd
Link House
Northbridge Road
Berkhamsted
HP4 1EF

Please include the following details:

Every complaint is dealt with by the management team at Prime Currencies.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and Equals Connect.

These partners, acting as regulated financial service providers, have specific responsibilities, particularly regarding handling complaints. We inform them about any complaints we receive from you concerning the regulated payments and e-money services they offer. They supervise our complaint handling procedures to ensure they meet the regulatory standards.

We work with Currencycloud, who ultimately provides you with regulated payments and e-money services.  Currencycloud has certain obligations as a regulated financial services institution, 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 https://www.currencycloud.com/legal/complaints-procedure/.

Equals connect Complaints Procedure Can Be Found Here: https://www.equalsconnect.com/home/complaints-policy

WHAT HAPPENS WHEN A COMPLAINT IS MADE?

A member of the Prime Currencies management team will confirm receipt of your complaint via email within 24 hours of receiving it and will aim to resolve the complaint within three business days.
On occasion, a complaint may need to be escalated further and so the timeline may be extended to resolve the complaint by the end of 15 business days following receipt of the complaint.
In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.
If a complaint needs to escalated, or falls under exceptional circumstances, you will be notified by a member of the team.

STILL UNHAPPY WITH THE RESOLUTION?

If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body.
If you are resident in the UK, you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here: Financial Ombudsman Service: our homepage (financial-ombudsman.org.uk)