It goes without saying that at BGPA we want to provide an outstanding service when it comes to providing services across borders for our clients. While we take great pride in doing the best job for you, we understand that sometimes not everyone is happy.

But that’s ok too. We value your feedback, even complaints, because it gives us an opportunity to do what we do, better.

We have policies and procedures in place that allow clients and prospective clients to complain about the services that have been provided (or not provided) to them if they are dissatisfied.

What is a Complaint?

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 as set out on this page. We work with Currencycloud Ltd to provide e-money and payments institution partners in providing you with our service

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

We take every complaint very seriously and will resolve most complaints within three business days.

Currencycloud may ultimately provide you with services such as geographically or functionally limited elements of regulated payments and e-money services in UK/EU/USA and other markets. Our other partners may provide you with similar or other services. These partners have certain obligations as regulated financial services institutions, 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 be found here: https://www.currencycloud.com/legal/complaints-procedure/

When making a complaint, please outline the following information:

The date of the complaint

The nature of your complaint

The impact on your business

Your contact details

Any additional information

How do I complain?

There are three ways you can make a complaint:

• • Speak to a member of the team on the phone UK: +44 (0) 208 126 5700

• • Email: enquiry@bgpa.co.uk

• • Send your complaint to:

       Oak House, Tanshire Park,

       Shackleford Road 

       Elstead, Surrey

       GU8 6LB 

       United Kingdom

Every complaint is dealt with by our Customer Operations Team.

What happens when a Complaint is made?

A member of the team will confirm receipt of your complaint via email within 24 hours of receiving it, and will aim to resolve the complaint within three business days.

On occasion, a complaint may need to be escalated and so the team may extend the timeline to resolve the complaint by the end of 15 business days following receipt of 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 team.

What if I am unhappy with the resolution?

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.