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Complaints Handling Guide

PostedOctober 4, 2024
UpdatedApril 7, 2026

Our commitment to you 

Regent Foreign Exchange Limited (RFE) is committed to providing a high standard of service at all times. We value feedback from our clients and use it to improve our products and services. 

We recognise that, on occasion, things may go wrong or misunderstandings may arise. Where this happens, we are committed to resolving matters promptly, fairly, and transparently. Where we are at fault, we will take appropriate steps to put things right as quickly as possible. 

How to contact us 

We are your first point of contact for any queries or concerns, including complaints. 

If you have a query regarding your account or your dealings with RFE, please contact our Accounts Team: 

Most queries can be resolved within 1 business day. If further investigation is required, we will contact you within 5 business days with an update. 

How to make a complaint 

If your query is not resolved to your satisfaction, or if you wish to make a formal complaint, please contact our Complaints Team: 

  • Email: [email protected]
  • Post: 
    The Compliance Officer 
    Regent Foreign Exchange Limited 
    5-10 Bolton Street 
    London 
    W1J 8BA 
    United Kingdom  

We will acknowledge your complaint promptly and confirm who is handling your case. Your complaint will be investigated by a member of staff who was not directly involved in the matter. 

Information to provide 

To help us investigate your complaint efficiently, please include: 

  • Your name, address, and client reference number  
  • A clear description of your complaint  
  • Details of what you would like us to do to resolve the issue  
  • Copies of any relevant documents  
  • A contact telephone number  

How we handle complaints 

We aim to resolve complaints as quickly as possible. 

  • If we can resolve your complaint within 3 business days, we will issue a summary resolution.
  • If further investigation is required, we will keep you informed of progress.  
  • If we are unable to provide a final response within 15 business days, we will:  
    • Explain the reason for the delay
    • Provide an expected timeframe for resolution (up to a maximum of 35 business days)  

When we issue our final response, we will explain our decision and any outcome, including details of any redress where applicable. 

Our relationship with Currencycloud 

For certain services, including payment and e-money services provided to customers in the United States, Canada and the European Economic Area (EEA), RFE works with The Currency Cloud Limited and its affiliated entities (Currencycloud), who act as the regulated service provider for those services. 

We remain your primary point of contact for all queries and complaints. We will handle your complaint in accordance with our procedures and keep Currencycloud informed where your complaint relates to services they provide. Currencycloud oversees how we handle such complaints to ensure compliance with applicable regulatory requirements. 

If your complaint relating to payment or e-money services has not been acknowledged or dealt with by us, or if you have concerns about how it has been handled, you may also refer to Currencycloud’s complaints procedure: https://www.currencycloud.com/legal/complaints-procedure/. 

If you are not satisfied with our response 

If you are not satisfied with our final response, you may have the right to refer your complaint to an independent dispute resolution body, depending on the nature of your complaint. 

Complaints relating to services provided by Regent Foreign Exchange Limited 

You may be eligible to refer your complaint to the Financial Ombudsman Service (FOS): 

You will usually need to refer your complaint within six months of receiving our final response. 

Complaints relating to payment and e-money services provided by Currencycloud (EEA clients) 

If your complaint relates to payment or e-money services provided via Currencycloud and you are based in the European Economic Area, you may refer your complaint to: 

Kifid (Klachteninstituut Financiële Dienstverlening) 

Additional information 

In investigating your complaint, we will consider: 

  • The information you have provided  
  • Our internal records  
  • Relevant regulatory guidance from the Financial Conduct Authority (FCA)
  • Guidance from applicable dispute resolution bodies  

Please note that RFE does not subscribe to an alternative dispute resolution scheme for clients who are not eligible to refer complaints to the Financial Ombudsman Service. 

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