CUSTOMER
COMPLAINTS
We encourage our clients to submit any expression of dissatisfaction, or complaint, to contact@captivacm.com. We will reply to your email within 24 hours, in an effort to provide a swift a resolution. Clients can also get in touch by telephoning our office (020 7101 3473).
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We will endeavour to answer any client's complaint within 15 business days following receipt of the complaint. However, in exceptional circumstances we may be required to perform additional investigations into your complaint. In these circumstances we will issue a holding response within 15 business days and a final response will be issued to the client no later than 35 business days after the complaint has been received.
Captiva Currency Management is your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. All clients have the option to approach the Financial Ombudsman Service in cases where they are not satisfied with the resolution provided by Captiva Currency Management Ltd.
https://www.financial-ombudsman.org.uk
Captiva Currency Management is partnered with Currencycloud, who provide our clients 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 clients regarding the regulated payments and e-money services they ultimately provide to our clients. Currencycloud 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.
