OUR COMPLAINTS PROCEDURE

WE CARE WHAT YOU THINK

At SDFX Solutions Limited, 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.

We value your feedback, even complaints, because it gives us an opportunity to do what we do, better.

We have policies 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, GC Partners, Ebury, ALT21 & Equals Connect

Currencycloud/GC Partners/Ebury Partners/ALT 21/Equals Connect ultimately provides you with geographically or functionally limited elements of regulated payments and e-money services in UK/EU/US.

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
GC Partners complaints information can be found here
Ebury Partners' complaints information can be found here
ALT21 complaints information can be found here
Equals Connects 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 your dedicated account manager on the phone by calling 0203 089 3803
Email: Enquiries@sdfxsolutions.com
Post your complaint to: SDFX Solutions Limited, Unit B Ascensis Tower, Juniper Drive, London, SW18 1AY

Every complaint is dealt with by your dedicated account manager. 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.

WHAT HAPPENS WHEN A COMPLAINT IS MADE?

Your dedicated account manager 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. If you are satisfied we have resolved your complaint within 3 working days and agree you are happy with the outcome we will send you a summary of the resolution.

If we have not resolved the complaint within 3 working days we will continue to investigate the complaint and instead write to you within 15 days with a “final response” – upholding or rejecting the complaint (partially or fully). If you are unhappy with the final response and are eligible to do so you will be able to refer the complaint to the FOS.

In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we will let you know the investigation has not yet concluded, with explanation of the exceptional reasons why and provide a timeline for resolution (up to a maximum 35 business days from the date of receipt of the original complaint to issue a final response.

If a complaint needs to escalated or falls under exceptional circumstances, you will be notified by the account manager.

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.

___________________________________________________________________________________________________________

SAFEGUARDING INFORMATION

When funds are posted to your account, in line with regulatory requirements, the regulated payments/E-Money institutions who we work with safeguard your funds. This means that the funds shown in your payment account or e-wallet are held at reputable banks or covered by an insurance policy, and most importantly, are protected for you in the event of our partner payment/ e-money institutions’, or our, insolvency. Our partners stop safeguarding your funds when the money has been paid out of your account to your beneficiary’s account.

If you require a breakdown of the exact amounts of funds you have safeguarded at each of our e-money/ payments partners at a particular point in time, please do not hesitate to contact us.