We want every experience with FORM to meet the standard you should expect from us.

If something hasn’t, we want to know. We’ll take your complaint seriously and deal with it fairly, promptly and professionally. Your feedback also helps us understand where we can do better. The information below explains how to raise a complaint and what happens next.

 

How to Complain

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. If you need to contact us regarding any queries or concerns please contact the team on +44 (0)203 400 9915.

 

If you wish to submit an official complaint this should be submitted by email to complaints@formglobal.co.uk

 

All complaints will receive a response within one full business day (Monday-Friday) We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Equals Connect and Ebury. Currencycloud and Ebury provides you with currency conversions and regulated payments and e-money services in the UK/EU and US. Equals Money provides you with currency conversions and regulated payments and e-money services in the UK/EU/US and Middle East.

 

These partners have certain obligations as regulated financial services institutions, including complaints procedures. 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, and Ebury, Equals Money and can be found here.

 

What Happens When A Complaint Is Made?

A member of our complaints team will confirm receipt of your complaint via email within one business day or receiving it, and we will aim to resolve the complaint within a maximum of three business days.

 

On occasion, a complaint may need to be escalated and investigated further so our complaints team will inform you that the timeline to resolve the complaint is being extended up to 15 business days following receipt of the complaint to allow time to resolve 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 the complaints team during the first 15 business days of receipt of the complaint.

 

What If I Am Dissatisfied With The Resolution?

If, for whatever reason, you are dissatisfied 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.

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If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here