1.1 If you have a complaint, then please speak to us first to see if we can put things right. We will want to resolve the situation without the need for any further action from you.

1.2 How to complain.
1.2.1 If you want to make an official complaint then you can email us at complaints@insightcurrency.com. You can also make a complaint via the phone but it’s usually better to put the complaint in writing, so you have a record of what you have said.

1.3 What happens next?
1.3.1 Any complaints are logged into our system and will be managed by a senior member of staff. The person handling your complaint will acknowledge it in writing, via post or email, within three (3) Business Days.
1.3.2 We aim to resolve your complaint and issue via a “final response” letter by the end of fifteen (15) Business Days after the day on which we received the complaint. Please note that in certain exceptional circumstances it can take up to thirty five (35) working days before the final response letter is sent. In this case we will send a letter clearly indicating the reasons for the delay in answering the complaint and specifying the deadline by which we will send the final response.

1.4 The final response
1.4.1 If you are dissatisfied with our final response you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) if you are an eligible complainant.
1.4.2 You can access a copy of the FOS explanatory leaflet on the following link: https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.html
1.4.3 Please note that you will usually need to refer a complaint to the FOS within six months of the date of our final response.

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.