Customer Services

Our commitment to be your foreign exchange expert will be supported by our desire to strive continually to improve our service and performance.

In doing so we will:

• Put our customers first and always personalise our service
• Listen, learn from and act upon feedback provided by our customers
• Provide well trained and knowledgeable staff
• Adopt a professional, friendly and approachable style
• Have clear, consistent and fair value pricing each and every day
• Provide an extensive range of foreign exchange products and solutions
• Strive to ensure that the top selling currencies are always available
• Stock the best value products and offer our customers independent and impartial advice

Our commitment to you
We are committed to providing high quality and great value foreign exchange services. We pride ourselves in the high standard of service we offer so your feedback is very important to us. We welcome your comments and compliments because they let us know we are offering a great service.

In instances where our service falls short of expectation and you think that we could do better please let us know so that we can learn and make changes to stop it happening again.

Your feedback
You can send us your feedback

by email:
customerservices@fxcorporation.co.uk

by letter:
eurochange
4th Floor
292 Vauxhall Bridge Road
London
SW1V 1AE

by telephone:
020 7828 4953

by fax:
020 7630 6294

by using the feedback form

by visiting one of our branches (addresses available on branch locator).

Not completely satisfied?
We hope to resolve any complaints as the earliest opportunity. If this is not possible, you can let us know by using the contacts detail included on this leaflet. Our complaints procedure has four stages:

• Stage 1
  We want to resolve any issue you have as quickly as possible so it is often best resolved locally. In the first instance you may want to share your concerns directly with the service that you have used. For example at the bureau de change you have used. Please allow them the opportunity to listen to your concerns and give them the chance to put things right. If this is not possible and you would like your complaint to be dealt with by someone different then you should complain by following stage 2 of the procedure.
  
  
• Stage 2
  Please contact our customer services department by utilising the feedback form, by email, by telephone or by fax. We will endeavour to resolve your complaint immediately but if we are unable to do this we will write to you within 5 working days and let you know:
  
  
  • Who will be investigating your complaint
  • How long the investigation is likely to take
  • When we will be able to provide an update
  • A reference for your complaint
  Once we have fully completed our investigation and we are satisfied that all the relevant information has been taken into account then we will write to you with our final response. It is preferred for us to resolve all complaints internally and within 8 weeks from the date you first contacted us. In the event that this is not possible we will write to you and explain the reasons why and when we will be able to resolve it.
  
  
• Stage 3
  We hope at this stage we would have resolved your complaint. However, if we haven’t, you should write to the CEO within 10 working days asking for your complaint to be investigated further.
  The CEO will either personally investigate the case or appoint a senior manager to do so on their behalf. You will receive a response within 10 working days, or let you know if it will be longer.
  
  If we do not hear from you within 10 working days of our final reply, we will close your complaint.
  
  
• Stage 4
  Stage 4 is only relevant to services covered by the Financial Ombudsman service. This only currently covers transactions completed via wire transfer and not currency transactions completed at a bureau de change.
  
  If you have made a complaint regarding our International Payments service and you are still unsatisfied with our final response or we have not been able to resolve the matter within 8 weeks from the date of your complaint then you may also contact the Financial Ombudsman Service. They will only take up your case once we have been given sufficient opportunity to resolve the complaint so please contact us first.
  
  If you wish to complain, please write to:
  
  The Financial Ombudsman Service
  South Quay Plaza
  183 Marsh Wall
  London E14 9SR
  
  E-mail: complaint.info@financial-ombudsman.org.uk
  Web Site: www.financial-ombudsman.org.uk
  Telephone: 0845 080 1800 *Call charges will apply