International Treasury and FX Services - Complaints

It goes without saying that at BGPA Ltd 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.

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.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud Ltd, Ebury Partners Limited, Global Currency Exchange Network Limited and Interpay UK Limited.

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.

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: enquiries@axiomifs.com
• Send your complaint to: BGPA Oak House, Tanshire Park, Shackleford Road, Elstead, Surrey GU8 6LB

Every complaint is dealt with by our Customer Operations Team.

When 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 customer still wants to escalate the complaint further, information will be provided on how to contact the Financial Ombudsman Service.

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