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WE VALUE YOUR FEEDBACK.

 

At Unity FX, providing excellent service in facilitating international money transfers is our priority. While we take pride in delivering the best experience for our clients, we recognize that concerns may arise, and we welcome your feedback, including complaints, as it presents an opportunity for improvement.

As an authorized electronic money institution, we have established policies and procedures to address complaints from clients and prospective clients dissatisfied with the services provided or not provided.

WHAT CONSTITUTES A COMPLAINT?

You may have a valid complaint if you are dissatisfied with the provision or failure of our services, or those offered by our suppliers, resulting in financial loss, material distress, or inconvenience.

We treat every complaint seriously and strive to resolve most issues within three business days.

WHEN MAKING A COMPLAINT, PLEASE PROVIDE:

Date of the complaint
Nature of your complaint
Impact on your business
Your contact details
Any additional information
HOW TO LODGE A COMPLAINT:

There are three ways to submit a complaint:

Speak to a member of the Customer Operations team by phone:
UK: +44 (0) 208 057 0411
Email: info@unityfx.co.uk
Send your complaint to: Unity FX 33 Queen Street, London, EC4R 1AP United Kingdom
All complaints are handled by Unity FX’s Customer Operations Team.

WHAT HAPPENS AFTER A COMPLAINT IS MADE?

Upon receiving your complaint, a member of the Customer Operations Team will confirm its receipt via email within 24 hours and aim to resolve it within three business days. In certain cases, the resolution timeframe may extend to 15 business days if escalation is necessary.

In exceptional circumstances where a final response cannot be issued within 15 business days, we have a maximum of 35 business days from the complaint’s receipt date to provide a resolution.

If your complaint requires escalation or falls under exceptional circumstances, the Customer Operations Team will notify you accordingly.

UNSATISFIED WITH THE RESOLUTION?

If you are unhappy with our response, you have the option to seek further assistance from the relevant government body:

UK residents: Contact the Financial Ombudsman Service (FOS) through mail, an online form, or telephone. Details are available here.
EU residents: Contact the Netherlands Financial Services Complaints Institute (Kifid) through mail, an online form, or telephone. Details are available here.

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/