Complaints
We value your feedback and are committed to providing the best possible service. If you have experienced any issues or have concerns about our products or services, this is the place to let us know. Our team is dedicated to resolving your complaints swiftly and efficiently. Please provide as much detail as possible so we can address your concerns accurately. Your input helps us improve and ensures a better experience for all our customers.
Please contact email info@secureafinancial.com or call 0203 830 7776. We aim to acknowledge your complaint within 48 hours. We will resolve your complaint within 15 working days, although in exceptional circumstances, we may take up to 35 working days to resolve your 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 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 be found here https://www.currencycloud.com/legal/complaints-procedure/