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Complaints handling

 

WE VALUE YOUR FEEDBACK

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At Pathfinder FX Ltd, we are committed to delivering exceptional services to our clients in the area of currency exchange and payment remittances. While we strive to maintain the highest standards consistently, we acknowledge that there may be instances where not every client is entirely satisfied.

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We highly value your feedback, including any complaints, as it presents an invaluable opportunity for us to learn and enhance our services.

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We have established robust protocols and guidelines to empower both existing and prospective clients to express any dissatisfaction concerning the services provided or not provided to them.

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DEFINING A COMPLAINT

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If you are dissatisfied with the delivery or failure to deliver our services or if you are unhappy with the services provided by one of our regulated service delivery providers, and this dissatisfaction has resulted in (or has the potential to lead to) financial loss, significant distress, or material inconvenience, you may have a valid complaint.

We treat every complaint seriously and commit to resolving most complaints within three business days.

When making a complaint, kindly provide the following information:

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  • The date of the complaint

  • The nature of your complaint

  • The impact on your business

  • Your contact details

  • Any additional information

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HOW TO FILE A COMPLAINT?

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You can make a complaint in three ways:

  • Speak to a member of the Pathfinder FX Ltd management team via phone – our main office number is +44 (0) 1743 290955

  • Email: desk@pathfinderfx.com

  • Send your complaint to: Pathfinder FX Ltd, 1 Knights Court, Archers Way, Battlefield Enterprise Park, Shrewsbury SY1 3GA

 

Every complaint will be handled by the management team at Pathfinder FX Ltd.

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WHAT HAPPENS WHEN A COMPLAINT IS MADE?

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A member of the Pathfinder FX Ltd management team will acknowledge the receipt of your complaint via a call back and email within 24 hours and strive to resolve the complaint within three business days.

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In some instances, a complaint may require further escalation, extending the resolution timeline to a maximum of 15 business days following receipt.

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In exceptional circumstances, where we cannot issue a final response within 15 business days, we have a maximum of 35 business days from the date of receipt to provide a final response.

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If a complaint needs to be escalated or falls under exceptional circumstances, you will be promptly notified by a member of our team.

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STILL UNHAPPY WITH THE RESOLUTION?

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If, for any reason, you remain dissatisfied with our response, you can seek further assistance from the relevant government body.

If you are a resident in the UK, you can contact the Financial Ombudsman Service (FOS) by mail, using an online form, or telephone.

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The Currency Cloud

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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 a number of e-money and payments institution partners in providing you with our service, namely Currencycloud, and other regulated providers when required. Currencycloud ultimately provides you with Spot and Forward contracts for physical delivery. Other partners such as GC or Equals 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,

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