At Rainstone FX Limited, 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
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.
If you are unhappy with our response
If you are not satisfied with the outcome of your complaint, you may be able to refer the matter to the relevant complaints body, such as the Financial Ombudsman Service in the UK, depending on the nature of your complaint and the services provided.
We will provide further information about your options in our final response.