Complaints

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-international.co.uk

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/complaints-policy/

The Currency Cloud Limited – https://www.currencycloud.com/legal/complaints-procedure/

Global Currency Exchange Network Limited – https://www.gcpartners.co/new-terms-and-conditions-business/ (section 22) https://www.gcpartners.co/new-terms-and-conditions-private/ (section 15)

Equals Connect Limited – https://www.equalsconnect.com/home/complaints-policy