Complaints Process

You can reach us directly for any queries or concerns you may have, this includes complaints.

All complaints will be handled within a timely manner with proactivity from the team at all times. All complaints made will be escalated to Senior Management or Director level within 1 working day. At this point our team will confirm to the complaint that they have received the compliant and it is being reviewed.

We aim to resolve all complaints within 15 business days. In exceptional circumstances, we have 35 business days from the date of receipt to issue a final response. In these circumstances, the complainant will be provided with a updated response within 15 working days that will include:

1) The reasons for the delay in answering the complaint
2) A deadline for which we aim to issue a final response (not exceeding 35 business days)

Information Complainant Must Provide:

· Client Name
· Date of Event (e.g. transaction date)
· Complaint Details
· Client Contact Details (email & phone)

To deal with your complaint you can:

Speak to a member of the Operations team on the phone: 0203 950 1252


Every complaint is dealt with by the Operations Team.

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, Clear Capital Exchange’s complaints information can be found here

If you are unsatisfied with our final response to your complaint then you have the option to escalate your complaint to the Financial Ombudsman Service (FOS)- free of charge.

Please note that you must refer your case to the Financial Ombudsman within 6 months of receiving the Final response from Clear Capital Exchange Limited for them to consider your case. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.