SAFEGUARDING – THE CURRENCY CLOUD
When funds are posted to your account, in line with regulatory requirements, the regulated [The Currency Cloud Limited] institution, 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 [The Currency Cloud Limited] institution, 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 [The Currency Cloud Limited] at a particular point in time, please do not hesitate to contact us.’
SAFEGUARDING – SCIOPAY LTD
When relevant funds are allocated to your balance, in line with regulatory requirements, the regulated [Sciopay Limited] institution who we work with safeguard your funds. This means that the funds shown in your balance are held with reputable banks or covered by an insurance policy, and most importantly, are protected for you in the event of our partner [Sciopay Limited] institution, or our, insolvency.
If you require a breakdown of the exact amounts of funds you have safeguarded at each of our [Sciopay Limited] at a particular point in time, please do not hesitate to contact us.
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.
If you wish to make a complaint, please contact us by either emailing complaints@alliancefx.net or by telephone on +44 (0) 2039 314 844. We will be in contact within one business day to confirm the complaint is being considered and obtain any additional information. Complaints must be resolved by the end of 15 working days following the receipt of the complaint. In exceptional circumstances where we are unable to issue a final response within 15 working days or receipt of the complaint, we have up to a maximum of 35 business days from the date of receipt of the complaint to issue a final response.
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud & Sciopay. Currencycloud ultimately provides you with currency conversions and regulated payments, i.e. geographically or functionally limited elements of regulated payments and e-money services in the UK/EU/US. Sciopay provides you with currency conversions and regulated payments. 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 (https://www.currencycloud.com/legal/complaints-procedure/), and Sciopay’s can be found here https://www.sciopay.co/legal/privacy.html.’
Payment services for CCSFX are provided by Sciopay Ltd. Sciopay Ltd is a company incorporated in England & Wales. Registration No: 12352935. Sciopay Ltd is licensed and regulated by HMRC as a Money Service Business (MSB). License No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution. Firm Reference Number: 927951
If at any point in time you are still unhappy with the outcome, then you can contact the Financial Ombudsman Service using the following details:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: https://www.financial-ombudsman.org.uk