FAQ

COMPLAINTS PROCEDURE

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.

HOW DO I COMPLAIN?

Should you have a complaint or a query, please contact us via the following means: 

TEL: 02071399107

EMAIL: support@optimum-fx.co.uk

Post: Optimum FX, 63 St Mary Axe, London, EC3A 8AA

WHAT HAPPENS WHEN A COMPLAINT IS MADE?
A member of the Customer Operations 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 Customer Operations 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 Customer Operations Team.

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.

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 at www.financial-ombudsman.org.uk

WHAT CURRENCIES CAN WE SEND?

The Optimum FX Dealing service allows you to buy and sell all the World’s major currency pairs. 

HOW DOES IT WORK?

Once you register and your account is approved, you can order funds in advance, upload your beneficiaries and make same day payments anywhere in the world. See the process here.

WHAT TYPES OF TRANSACTIONS CAN WE UNDERTAKE?

Spot, Forward and Market Order transactions are all available. Please discuss your needs with your personal dealer who will explain the best option for your requirements.

HOW DOES OPTIMUM FX MAKE ANY MONEY?

Like your high street bank we make our money in the difference between our buy and sell prices i.e. the spread. Unlike your bank, we don’t load on extra charges. We also have much lower overheads and buy huge volumes of currency each year, so we can pass these extra savings on to you.

IS OUR MONEY SAFE WITH OPTIMUM FX?

Yes! Payment and e-money services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199)

HOW DO WE KEEP TRACK OF PAYMENTS?

Our secure and convenient online payments service ensures you’re able to process international payments with ease in a controlled and cost effective manner. You can manage your account 24/7 online, wherever you are in the World. You can set up multi-beneficiary payment templates and settlement instructions. You can prepare individual or bulk payments for authorisation, approve payments and keep track of all transactions. And, of course, your personal dealer is always ready to offer support and answer queries.