Complaints procedure

Scroll to find out more ▼

we care what you think.

It goes without saying that at Ocean Capital Exchange we want to provide an outstanding service when it comes to moving money across borders for our clients. While we take great pride in doing the best job for you, we understand that sometimes not everyone is happy.

But that’s ok too. We value your feedback, even complaints, because it gives us an opportunity to do what we do, better.

As authorised electronic money institutions, Currency Cloud and Ebury have policy and procedures in place that allow clients and prospective clients to complain about the services that have been provided (or not provided) to them if they are dissatisfied.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Ebury, GC Partners, Equals Money & IBANfirst. Currencycloud ultimately provides you with regulated payments and e-money services, i.e. geographically or functionally limited elements of regulated payments and e-money services in the UK, EU and US. Ebury, Equals Money, GC Partners and IBANfirst provide you with regulated payments services in the UK, US, EU and Rest of the World. 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.

what is a complaint?

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which has resulted in (or may result in) financial loss, material distress or material inconvenience.

We take every complaint very seriously and will resolve most complaints within three business days.

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

How do i complain?

There are three ways you can make a complaint:

Speak to a member of the Customer Operations team on the phone [UK: +44 207 183 2026]

Email: [email protected]

Send your complaint to:

St Magnus House,

3 Lower Thames St,

London,

EC3R 6HD

Every complaint is dealt with by Ocean Capital Exchange’s Customer Operations Team.

What happens when a complaint is made?

A member of the Customer Operations 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 and so the Customer Operations Team may extend the timeline 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 the Customer Operations Team.

what if i am 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.

If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.

Regulatory Information

Ocean Capital Exchange Ltd is a company registered in England and Wales (registered no. 10659900). Registered office: 8 Twisleton Court Priory Hill, Dartford DA1 2EN. Ocean Capital Exchange Foreign Exchange and Payment services are provided by 4 partners. Ocean Capital Exchange Ltd’s Payment and Foreign Currency Exchange services are provided by Ebury Partners UK Limited. Ebury Partners UK Limited is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution. Reference Number: 900797. Ebury Partners UK Limited is registered with the information Commissioner’s Office under the UK Data protection Act (registered no. Z209673X). Ocean Capital Exchange Ltd is a Programme Manager of Ebury Partners UK ltd – registered in England and Wales, registration number 7088713 Registered office: 3rd floor, 100 Victoria Street, Cardinal Place, London, SW1E 5JL. Payment services (Non MIFID related products, non-e-commerce accounts, non-lending products, non-trade finance products) for Ocean capital exchange are provided by The Currency Cloud Limited (https://www.currencycloud.com/legal/terms/). Registered in England 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). For clients based in the European Economic Area, payment services for Ocean Capital Exchange Ltd 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 Ocean Capital Exchange Ltd 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 (Non MIFID related products) for Ocean Capital Exchange Ltd 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). FX and payments provided by GC Partners. Global Currency Exchange Network Limited T/A GC Partners is authorised by the FCA under the Payment Services Regulations, 2017. Registration number 504346. Global Currency Exchange Network Limited T/A GC Partners is registered with HMRC under the Money Laundering Regulations, 2017. Registration number 12137189. Payment services for Ocean Capital Exchange are provided by Equals Connect Limited, a company incorporated in England & Wales Registration No : 07131446. Equals Connect Limited is licensed and regulated by HMRC as a Money Service Business (MSB) Licence No : 12594438. Equals Connect Limited is authorised by the Financial Conduct Authority as an Authorised Payment Institution Firm Reference Number : 671508.