We take every concern seriously and try to resolve issues as quickly and fairly as possible. This page explains exactly how to raise a complaint, what we'll do, and your options if you're not satisfied with the outcome.
The first thing to do is tell us. Most concerns are operational — a payment that hasn't arrived where expected, a rate query, a fee that wasn't clear — and most of those are resolved on the same call as soon as we know about them.
You can contact us by any of the following means. Whichever you choose, please provide your account or trade reference number, a clear description of the issue, and the resolution you're looking for.
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. You can reach us by email at complaints@edwardsfx.io or by phone on 020 3375 6744 (Mon–Fri, 7am–6pm GMT). We will acknowledge your complaint within two business days and aim to provide a final response within eight weeks at the latest.
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.
If you've received a final response from us (or eight weeks have passed without one) and you're not satisfied, you have the right to refer your complaint to the Financial Ombudsman Service. The FOS is an independent, free service that resolves disputes between financial services firms and their customers.
You must refer the matter to the FOS within six months of receiving the final response. Their contact details are:
The FOS handles complaints from individual consumers and from a wide range of “eligible complainants”, including:
Around 99% of UK private sector businesses fall within these thresholds. Companies above them would need to pursue any unresolved dispute through the courts or arbitration.
You may also refer your complaint to the Financial Conduct Authority if you believe there has been a regulatory breach, although the FCA does not act as an arbitrator of individual disputes — that's the role of the FOS. The FCA can be contacted via fca.org.uk.
We retain records of all complaints and their resolutions for at least five years, and report relevant data to the FCA as required under DISP. Aggregate complaints data forms part of our reporting to our regulated payment and e-money partner, The Currency Cloud Limited.