The Currency Cloud Inc. "(TCCI)" Terms
https://www.currencycloud.com/legal/terms/
Complaints disclosure: We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, [and any other service providers]. Currencycloud ultimately provides you with regulated payment and/or e-money services in [UK/EEA/US]. [Other service providers] provide you with [relevant services]. 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 [link to: https://www.currencycloud.com/legal/complaints-procedure/]
Complaint Timeline: Upon receiving a complaint. Contact the complainant promptly, we recommend within one business day, confirming that the complaint is being considered and advising the complainants when they can expect a response.
Complaints must be resolved by the end of 15 business days following receipt of the complaint. A complaint is counted as resolved when a final response is issued to the complainant.
In exceptional circumstances, where the Client is unable to issue a final response within 15 business days of receipt of the complaint, it has up to a maximum 35 business days from the date of receipt to issue a final response. In those cases, TCCL must be notified and the Client is expected to be able to present a compelling rationale for not resolving the case within the 15 business days.
