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Complanints Policy
Complaints Procedures & Policy
We are committed to providing a fair, transparent and professional service. If you are dissatisfied with any aspect of our service, we want to know and will work to resolve your complaint as quickly and fairly as possible.
Currency Hedger is a white-label and programme management solution owned and operated by Octalas Group Ltd, Ireland. Payment services provided through the Currency Hedger platform are delivered through our underlying regulated payment services provider, Global Currency Exchange Network Ltd trading as GC Partners, an Authorised Payment Institution authorised by the UK Financial Conduct Authority.
Our Complaints Policy
Currency Hedger takes complaints seriously. We recognise that complaints provide an important opportunity to identify where our service, communication or processes may not have met the standards expected by our customers.
We aim to handle every complaint fairly, consistently, transparently and without unnecessary delay. Our objective is to understand what has happened, investigate the circumstances properly and provide an appropriate response.
Where a complaint concerns payment services provided by the underlying regulated payment services provider, the complaint may be referred to and handled by the relevant regulated provider in accordance with its regulatory obligations and complaints procedures.
What Is a Complaint?
A complaint is an expression of dissatisfaction concerning Currency Hedger, the services made available through the Currency Hedger platform, or the manner in which a service has been provided, where the customer expects a response or resolution.
Complaints may relate to matters including:
- Payment services or payment transactions.
- Foreign exchange services or execution.
- Fees, charges or exchange rates.
- Account administration or customer service.
- Delays in processing payments or transactions.
- Communication or information provided to the customer.
- The handling of a previous complaint or request.
- Any other material dissatisfaction concerning our services.
How to Make a Complaint
You can make a complaint to Currency Hedger using the contact details provided below. We recommend submitting your complaint in writing so that we can ensure that all relevant information is captured and investigated.
Contact Us
Tell us what has happened, why you are dissatisfied and what outcome you believe would resolve the matter.
Investigation
We will review the complaint, gather the relevant information and liaise with the appropriate parties where the matter involves an underlying regulated payment service.
Resolution
We will provide a response explaining our findings and, where appropriate, the action we propose to take to resolve the matter.
Submit a Complaint
Please contact the Currency Hedger support or complaints team using the official contact details published on our website.
When contacting us, please include:
Your name, company name where applicable, contact details, account information, transaction reference where relevant, a description of the issue and any supporting documents or correspondence.
Information We May Need
Providing complete information helps us investigate your complaint efficiently. Depending on the nature of the complaint, we may ask you to provide:
- Your full name and contact information.
- Your company name and registered details, where applicable.
- Your Currency Hedger account details.
- Relevant payment or transaction references.
- Dates and amounts relevant to the complaint.
- Copies of relevant correspondence or documentation.
- A clear explanation of the issue and the resolution you are seeking.
We may request additional information where necessary to properly investigate the complaint or to comply with our legal, regulatory or financial crime obligations.
How We Handle Complaints
Complaints are reviewed impartially and handled in accordance with the nature of the complaint and the regulatory framework applicable to the relevant service.
Complaint Response Times
For complaints relating to payment services that fall within the applicable payment-services complaint rules, the relevant regulatory response timeframes apply.
A final response should normally be provided within 15 business days of receipt of a relevant payment services complaint.
In exceptional circumstances where a final response cannot be provided within 15 business days, a holding response should be provided explaining the reason for the delay, with the final response provided within 35 business days.
If We Need More Time
Where exceptional circumstances prevent us from providing a final response within the initial 15-business-day period, we will provide a holding response explaining the reason for the delay and the expected date of the final response.
The applicable regulatory requirements distinguish between complaints relating to payment services and other types of complaints. Where a different regulatory timeframe applies, we will communicate the applicable timeframe to the complainant.
Underlying Regulated Provider
Currency Hedger operates as a white-label and programme management solution. Currency Hedger is owned and operated by Octalas Group Ltd, Ireland.
Payment services made available through the Currency Hedger platform are provided through:
Global Currency Exchange Network Ltd trading as GC Partners
Global Currency Exchange Network Ltd trading as GC Partners is an Authorised Payment Institution authorised by the UK Financial Conduct Authority under the Payment Services Regulations 2017 for the provision of payment services.
FCA Firm Reference Number: 504346
Global Currency Exchange Network Ltd trading as GC Partners is also registered with HM Revenue & Customs under the applicable Anti-Money Laundering Regulations.
Where a complaint concerns the provision of regulated payment services by the underlying provider, the complaint may be handled in accordance with the provider's own regulatory complaints procedures.
If You Are Not Satisfied
If you remain dissatisfied following our final response, you may have the right, depending on the nature of the complaint and your eligibility, to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
The Financial Ombudsman Service is an independent service for resolving disputes between eligible consumers and financial services firms.
Eligibility to use the Financial Ombudsman Service depends on the complainant, the nature of the complaint and the relevant regulatory rules. Not every business or commercial customer is necessarily eligible.
Further information about the Financial Ombudsman Service, including its eligibility requirements and complaint process, is available from the official Financial Ombudsman Service website.
Financial Ombudsman Service
If the complaint is eligible for referral to the Financial Ombudsman Service, the complainant may refer the matter to the Ombudsman after receiving the firm's final response or where the applicable regulatory time limit has expired.
The Financial Ombudsman Service is independent of Currency Hedger, Octalas Group Ltd and the financial services firms whose complaints it considers.
Further information can be obtained directly from the Financial Ombudsman Service at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom
Complaints Monitoring & Record Keeping
Complaints are recorded and monitored so that recurring issues, service weaknesses and potential conduct risks can be identified and addressed.
Where appropriate, complaints information may be shared with the relevant underlying regulated payment services provider or other authorised parties where this is necessary to investigate and resolve the complaint, comply with regulatory obligations, prevent financial crime or meet legal requirements.
Personal information will be handled in accordance with our Privacy Policy and applicable data protection legislation.
Raising a Complaint Will Not Affect Your Service
Customers are encouraged to raise genuine concerns without fear of unfair treatment or retaliation.
Making a complaint will not, in itself, result in the unreasonable restriction or termination of a customer's relationship with Currency Hedger.
This does not prevent Currency Hedger or its regulated payment-services provider from taking action where required by law, regulation, financial crime controls, sanctions requirements, risk management procedures or contractual terms.
Important: This Complaints Procedures & Policy is intended to explain how complaints concerning Currency Hedger and services made available through the Currency Hedger platform are handled. The regulatory status of the underlying payment service remains with the applicable regulated payment services provider. Nothing on this page should be interpreted as stating that Currency Hedger or Octalas Group Ltd is itself authorised by the UK Financial Conduct Authority to provide regulated payment services.