YOUR OPINION MATTERS TO US
At Mayfair FX, ensuring an exceptional service for our clients in facilitating cross-border money transfers is our top priority. While we take immense pride in delivering the best possible experience, we acknowledge that not everyone may be completely satisfied.
However, that’s perfectly fine. We appreciate your feedback, including any concerns or complaints, as it presents us with an opportunity to enhance our services even further.
WHAT IS A COMPLAINT?
A complaint may arise if you are dissatisfied with the delivery (or lack thereof) of our services or those offered by one of our suppliers, leading to (or potentially resulting in) financial loss, significant distress, or substantial inconvenience.
We treat each complaint with the utmost seriousness and strive to address the majority of complaints within a three-business-day timeframe.
HOW DO I COMPLAIN?
For any complaints, we are your initial point of contact. Our dedicated team will manage these complaints following our established complaints process.
To register a complaint, kindly send an email to complaints@mayfairfx.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
WHAT HAPPENS WHEN A COMPLAINT IS MADE?
A member of the Customer Operations Team will confirm receipt of your complaint via email within 24 hours of receiving it, and will aim to resolve the complaint within three business days.
On occasion, a complaint may need to be escalated and so the Customer Operations Team may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.
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 complaint needs to escalated or falls under exceptional circumstances, you will be notified by the Customer Operations Team.
WHAT IF I AM UNHAPPY WITH THE RESOLUTION?
If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body.
If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.
If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.
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. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Sciopay, GC Partners, Equals.
Currencycloud, ultimately provides you with transactional services, regulated payments and e-money services in UK/EU/US. Sciopay provides you with transactional services, regulated payments in UK. GC Partners provides you with transactional services, regulated payments and e-money services in UK/EU. Equals provides you with transactional services, regulated payments 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, Sciopay here, GC Partners here and Equals here.