At Rainstone FX, we are committed to providing a high standard of service. However, we understand that things can sometimes go wrong. If you are unhappy with any aspect of our service, we will take your complaint seriously and aim to resolve it quickly, fairly and professionally.
Your feedback is important to us and helps us improve the service we provide.
How to make a complaint
If you have a query, concern or complaint, please contact us in the first instance.
For formal complaints, please email complaints@rainstonefx.co.uk or call us on 020 3038 2702.
To help us investigate your complaint as quickly as possible, please include:
- Your full name
- Your contact details
- A clear description of your complaint
- Any relevant reference numbers
- Any supporting information or documents
What happens next?
We will acknowledge your complaint as soon as possible and keep you updated while we investigate.
Where possible, we aim to resolve complaints within 15 business days. If we need more time to investigate, we will let you know and provide a response within the required regulatory timescales.
In some cases, we may need to share details of your complaint with our regulated e-money or payment partners, where they are involved in providing the relevant service.
Our regulated partner, Currencycloud
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 Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, 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.
If you are unhappy with our response
If you are dissatisfied with the resolution we provide, or we have not resolved your complaint within the timescales above, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS). The FOS is free to use.
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
We will provide further information about your options in our final response.