Complaints process

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.

For complaints, please email us at support@vfexgs.com or by phone at 718.255.8620. Please ensure to include the following as part of your complaint:

• Your full name and address;
• Your preferred method of contact;
• A description of your complaint together with any applicable supporting documents or evidence; and
• Any requested method of resolving the complaint.

We will contact you within 1 business day confirming the complaint is being considered and letting you know when you can expect a response. We will ensure that all complaints are resolved and that we have issued a final response letter by the end of 15 business days following receipt of the complaint, in which we will either accept the complaint offering redress or remedial action, offer redress or remedial action without accepting the complaint or rejecting the complaint giving the reasons for doing so. Where in exceptional circumstances we are unable to resolve the complaint within 15 business days, we will issue a holding response including the reasons for the delay in answering the complaint and a deadline for issuing a final response not to be later than 35 business days after the date the complaint was received.

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, for whatever reason, you are unhappy with our response, you can request further assistance from the Financial Ombudsman Service (FOS) either by:

• email at complaint.info@financial-ombudsman.org.uk
• writing to them to:
• The Financial Ombudsman Service, Exchange Tower, London, E14 9SR;
• telephone calling their consumer helpline on:
• 0800 0 234 567 (free for people phoning from a "fixed line"), or
• 0300 123 9 123 (free for mobile users who pay a monthly charge for calls to numbers starting 01 or 02);

Further details and how to contact FOS can be found here.