Complaints procedure
Your concerns, are our concerns
Abacus FX’s mission is to be a trusted and valued business partner, we are here to serve our customers and provide an exceptional service when it comes to moving money internationally and mitigating risk in a volatile market. While we take great pride in doing the best job for you, we understand that sometimes not everyone is happy.
We value your feedback, even complaints, because it gives us an opportunity to do what we do, better.
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 endeavour to answer client complaints within 15 business days following receipt of the complaint. However, in exceptional circumstances we may be required to perform additional investigations into your complaint. In these circumstances we will issue a holding response within 15 business days and a final response will be issued to the client no later than 35 business days after the complaint has been received.
Our Procedure
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.
To make an official complaint, please send an email with as much detail as possible to info@abacusfx.com
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
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, GC Partners, Equals PLC.
Currencycloud, ultimately provides you with transactional services, regulated payments and e-money services in [UK/EU/US]
GC Partners and Equals PLC provides you with transactional services, regulated payments and e-money services in [UK/EU]
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:
Complaints Procedure | Currencycloud
With GC Partners can be found here:
Complaints Procedure | GC Partners
With Equals PLC can be found here
Complaints Procedure | Equals PLC
For any further information, please email info@abacusfx.com