Complaints Procedure
We value your feedback and we endeavour to try and make your experience as positive as possible when using the service. However, from time to time things do go wrong and clients who do not feel satisfied in our performance should follow the below procedure to ensure their concerns as logged and remedied appropriately.
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud. Currencycloud ultimately provides you with payment services. Currencycloud 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.
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 your dedicated account member on the phone +44-20-8004-3488;
Email: info@garton-global.com; or,
Post your complaint to: Garton Global, 46-48 East Smithfield, London, E1W 1AW.
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 1 business day 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 (partically 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 any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have any concerns about the way it has been handled, Currencycloud’s complaints information can be found here.
Beyond this if you are still 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.