Complaints

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. Please email us with any concerns to complaints@springfx.co.uk and we will respond to you with 24 hours. 

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. 

Additionally if you are unhappy with the outcome of our response you can submit a complaint to the Financial Ombudsman Service (FOS)

To complain to the Financial Ombudsman Service (FOS) about a regulated financial firm, you should first try to resolve the issue with the firm itself. If the firm's response is unsatisfactory or if they don't respond within a reasonable timeframe (usually 8 weeks), you can then escalate the complaint to the FOS. The FOS provides a free and independent service for resolving disputes between financial businesses and their customers. 

Here's a step-by-step guide:

1. Complain to the Financial Business:

• Clearly outline your complaint, stating what happened, when it happened, and what you want the firm to do to put things right. 
• Keep a record of your communication with the firm. 
• Be aware that firms typically have 8 weeks to respond in writing to your complaint. 

2. Contact the Financial Ombudsman Service:

• If you're not happy with the firm's response or if they haven't responded within the specified timeframe, you can contact the FOS. 
• You can use the FOS complaint checker to see if your complaint is something the FOS can help with. 
• You'll need to provide the FOS with the firm's final response letter (if you have one) and details of your complaint. 
• The FOS has a time limit of six months from the date of the firm's final response to investigate your complaint. 

3. Escalating the Complaint:

• If you're not happy with the FOS's decision, you may be able to take your case to court.