WE WANT YOUR FEEDBACK

At Gentium FX, we want to provide our clients with an outstanding service when it comes to payment remittances. Whilst we aim to keep this level of service to the highest possible standard on a consistent basis, we understand that sometimes not everyone will be satisfied.

We value your feedback, even complaints, because it gives us an opportunity to learn and improve where we can.

We’ve established protocols and guidelines to enable both current and potential clients to voice their dissatisfaction regarding the services offered or not offered to them.

DEFINING A COMPLAINT

If you are dissatisfied with how we have delivered or failed to deliver our services or if you are unhappy with the services provided by one of our liquidity providers and this dissatisfaction has led to (or has the potential to lead to) financial loss, significant distress, or material inconvenience you may have a valid complaint.

We take every complaint seriously and will resolve most complaints within three business days.

When making a complaint, please outline the following information:

  • The date of the complaint
  • The nature of your complaint
  • The impact on your business
  • Your contact details
  • Any additional information

HOW TO FILE A COMPLAINT?

There are three ways you can make a complaint:

Speak to a member of the Gentium FX management team on the phone – our main office number is +44 (0) 203 148 4910.

Email: [email protected]

Send your complaint to:
Gentium FX Ltd
20 Garrett Street
London
EC1Y 0TW

Every complaint is dealt with by the management team at Gentium FX.

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, GC Partners, Sciopay, Equals and iBanFirst. We also work with Spark Finance Limited for our commercial financing solutions.

Currencycloud ultimately provides you with regulated payment and e-money services in UK, EEA and US. Please review our Regulatory Information page for relevant disclaimers relating to Currencycloud and our other partners with respect to what services they provide.

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 https://www.currencycloud.com/legal/complaints-procedure/ , and other service providers can be found below:

GC Partners Complaints Procedure Can Be Found Here: https://www.gcpartners.co/faqs/

Sciopay Complaints Procedure Can Be Found Here: https://sciopay.co/complaints/

Equals Complaints Procedure Can Be Found Here: https://www.equalsconnect.com/home/complaints-policy/

iBanFirst Complaints Procedure Can Be Found Here:https://uk.ibanfirst.com/complaints/

 

WHAT HAPPENS WHEN A COMPLAINT IS MADE?

A member of the Gentium FX management team will confirm receipt of your complaint via email within 1 business day of receiving it and will aim to resolve the complaint within three business days.

On occasion, a complaint may need to be escalated further and so the timeline may be extended to resolve the complaint by the end of 15 business days following receipt of the complaint.

In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.

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

STILL UNHAPPY WITH THE RESOLUTION?

If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body.

If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.

If you are based in the EEA, you can contact KIFID using the following details (Email: [email protected] / Telephone: 070-333 8 999/ Website: https://www.kifid.nl/)