Talk To Us – We’re Here To Help

We are always on hand to help answer any questions or queries you may have. So please feel free to contact us using any of the options presented below.

General Enquiries – [email protected]

Customer Support – [email protected]

Compliance – [email protected]

Complaints – [email protected]

Careers – [email protected]

Or if you prefer to post, please send all correspondences to our registered office at:

Flat 2, Catesby House, Frampton Park Road, London E9 7LN.

Complaints Handling  – We take your happiness seriously

At Imperial Currencies we always seek to provide an exceptional service. We pride ourselves in doing the best by our customers, however we understand that sometimes not everyone is satisfied.

We value your feedback, even complaints, because it gives us an opportunity to do what we do, better.

You may have a complaint if you are unhappy with the provision of our services, or those provided by one of our suppliers, which may have or has resulted in financial loss, material distress or material inconvenience.

Should you wish to make a complaint regarding the service you have received, please raise this as soon as possible to [email protected].

We investigate all complaints competently, diligently and impartially and will confirm receipt of the complaint within one business day of it being received. When raising the complaint please include all relevant information such as the date of complaint, the nature of your complaint, the impact to you and/or your business as well as any additional contact information. We will reach out to you should any further information be required in order to investigate and ultimately reach a Final response and resolution.

We will ensure complaints are resolved within 15 business days of the complaint being received (along with all required information required to resolve the complaint) and issue a Final response within this timeframe. In exceptional circumstances, whereby we are unable to resolve your complaint within 15 business days, we will issue a Holding response which will include the reason for the delay and anticipated deadline for receipt of a Final Response. In all circumstances a Final response will be issued no later than 35 business days following receipt of the complaint.

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 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.

We are your first port of call for any queries, concerns or complaints. We will handle these complaints in line with our complaints process. To start your complaint please raise it in the first instance to [email protected] or to your relevant Imperial Currencies Relationship Manager. A more detailed summary of the complaints process is outlined here

We work with Currencycloud, who ultimately provides you 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 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 also be found here