Complaints disclosure: We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, and Ebury Partners UK Limited. Currencycloud and Ebury ultimately provides you with regulated payment and/or e-money services in UK. 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 Ebury’s complaints information can be found here https://ebury.com/en-gb/legal/complaints-policy. To submit a complaint to us, please reach out to your relationship manager or send an email to info@atlascurrency.co.uk including the following details:

•  The date of the complaint
• The nature of your complaint
• The impact on your business
• Your contact information
• Any other relevant details

One of our team members will confirm receipt of your complaint via email within 1 business day and will aim to resolve it within three business days. In some cases, a complaint may need to be escalated, and we therefore may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

In exceptional situations where we cannot provide a resolution within the initial 15 business days, we may take up to 35 business days from the date of receipt to offer a final response.

Should your complaint fall under these exceptional circumstances or require escalation, a team member will inform you.

If the resolution provided does not meet your expectations, you may contact the Financial Ombudsman Service (FOS). Information on how to do this can be found
here.

The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 and the Payment Services Regulations, with FCA registration number 900199. In the US, Currency Cloud operates in partnership with CFSB, which fully manages the bank program, while services are provided by The Currency Cloud Inc. Currencycloud B.V. is regulated by De Nederlandsche Bank (DNB) for issuing electronic money and providing payment services, with Relation number DNB: R142701. Currencycloud Pty Ltd holds a license in Australia but does not yet offer services through this entity. ©2023 Currencycloud Limited. The Currency Cloud name and logos are trademarks. All rights reserved.

We keep our partners informed of any complaints we receive related to the regulated payments and e-money services they provide. They monitor how we handle complaints to ensure compliance with regulatory standards. However, if your complaint regarding payments and e-money services has not been acknowledged or addressed by us, or if you have concerns about its handling, you can find Currency Cloud’s complaints information here.