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 need to get in touch please see the contact information below.
Email address: complaints@sovereign-
Phone number: +44 (0) 203 817 3700
We will acknowledge receipt of your complaint within a 24 working hour period.
We work with e-money and payments institution partners in providing you with our service, namely Ebury Partners UK Limited, The Currency Cloud Limited, Global Currency Exchange Network Limited, and Equals Connect Limited. These partners ultimately provide you with the end services, details of the services you receive from us and our partners can be found in the terms and conditions you agreed to when opening an account with us. 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, our partners complaints information can be found below. We will ensure a complaint is acknowledged within 24 hours. If the complaint is resolved within 3 working days, customers must agree they are happy with the outcome and we will send them a summary of the resolution. If it’s not resolved within 3 working days, we will have investigated and written to the customer with a final response within 15 days. In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response. If a customer is still wants to escalate the complaint further, information on how to contact the Financial Ombudsman Service can be found here.
Partners complaints information:
Ebury Partners UK Limited – https://ebury.com/legal/
The Currency Cloud Limited – https://www.currencycloud.com/
Global Currency Exchange Network Limited – https://www.gcpartners.co/new-
Equals Connect Limited – https://www.equalsconnect.com/
+44 (0)203 817 3700
3 Lloyds Avenue, London, EC3N 3DS
Sovereign International (UK) Limited – Registered in England and Wales (registered no. 09357987). Sovereign International (UK) Ltd is authorised by the Financial Conduct Authority under The Payment Services Regulations 2017 (Registration Number 1018910) for the provision of payment services. Sovereign International (UK) Limited is registered with the Information Commissioner’s Office, with registration number: ZB568609.
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Sovereign International has carefully selected industry leading fintech and foreign exchange partners to provide our clients with regulated services and products:
Ebury:
Sovereign International (UK) Limited’s Payment and Foreign Currency Exchange Services are provided by Ebury Partners UK Limited. Sovereign International (UK) Limited is partnered with Ebury Partners UK Limited as a Programme Manager. Ebury Partners UK Limited is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution (Financial Services Register No. 900797). Ebury Partners UK Ltd is registered with the Information Commissioner’s Office, with registration number: ZA345828.
Currency Cloud:
For clients based in the United Kingdom, payment and e-money services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: 1 Sheldon Square, London, W2 6TT, United Kingdom. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199).
For United States, Payment services for Sovereign International (UK) Limited are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here https://usa.visa.com/legal/visa-global-services-licenses.html. VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.
For clients based in the European Economic Area, the issuance of e-money and the provision of related payment services for Sovereign International are provided by CurrencyCloud B.V. CurrencyCoud B.V. is registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701).
GC Partners:
Payment Services are provided by Global Currency Exchange Network Ltd T/A GC Partners. Global Currency Exchange Network Ltd is authorised by the FCA under the Payment Services Regulations, 2017 (FRN: 504346). Registered as a Money Services Business, regulated by HM Revenue & Customs (“HMRC”) under the Money Laundering Regulations 2017. (Registration number is 12137189). Registered in England and Wales. Company number 04675786. Registered Office 85 London Wall, London, EC2M 7AD.
Equals:
Payment Services are provided by Equals Connect Limited, registered in England and Wales (registered no. 07131446). Registered Office: Vintners’ Place, 68 Upper Thames St, London, EC4V 3BJ. Equals Connect Limited are authorised by the Financial Conduct Authority to provide payment services (FRN: 671508).
Spark:
Commercial financing solutions are provided by Spark Finance Limited. Spark Finance Limited is a broker, not a lender. Registered office: 18 John Stow House, London, England, EC3A 7JB (company registration number 10128297). Spark Finance Limited is authorised and regulated by the Financial Conduct Authority (FRN 958123).
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