Help us to put things right.

Complete Currency is committed to delivering an efficient and professional service. We aim to
provide prompt, courteous, helpful, open, and informative advice in response to every approach
made by a member of public. We are always keen to hear the views of our customers, particularly
the general public, about our performance generally – what we do right and what we do wrong.
We recognise that, like all organisations, from time to time things can go wrong, and we do not
provide the standards of service that we have set ourselves. We are especially keen to hear about
such instances since they provide us with an opportunity to put things right and to learn from our
mistakes. That way, we can get it right next time.

Types of complaint handled.
Handling complaints quickly, fairly, and helpfully is a key part of our approach to service delivery.
Examples of complaints about a service provided by Complete Currency might include:
 dissatisfaction with the way in which we respond to an enquiry, or the time that we took to
respond;
 a perceived injustice because of alleged maladministration on our part;
 a denial of a request for information made under the Freedom of Information Act;
 dissatisfaction with the way in which our assets are maintained; or
 dissatisfaction with the response to a request for our services to be provided in a different
format.
Sometimes things go wrong, and Complete Currency does not provide the quality of service
expected. When this happens, we will endeavour to:
 ensure that making a complaint is as easy as possible;
 treat a complaint seriously whether it is made in writing by letter, email or by telephone;
 deal with it promptly, politely, and where appropriate, informally (for example, by
telephone);
 include in our response an apology where we have got things wrong, an
 explanation of the position, or information on any actions taken; and
 learn from complaints; use them to improve our service;
 document the complaint and respond.
 
How to make a complaint

You can make a complaint in writing by letter, email or by telephone. If you are emailing, please let
us know if a reply by email is acceptable and, if not, please provide a telephone number or full postal
address.

Complaints should normally be directed to the member of staff with whom you have been dealing.
This will give them the opportunity to explain what actions have been taken and to try to sort things
out with you. If you would prefer, you can ask the member of staff for the name of their line
manager and direct your complaint to them.
The Complaints Officer at Complete Currency can be contacted through the following address, email
address and phone number:

The Complaints Officer
Complete Currency
2 Garden City
Londonderry
BT48 7SN
Telephone Number: 028 71 371173
Email Address: compliance@completecurrency.me

What happens next?
We will use our best endeavours to:
 treat complaints thoroughly, fairly, and politely, and investigate them sensitively; and
 respond promptly. Our target for replying to complaints is 15 working days from the date of
receipt, or in exceptional circumstances, 35 working days. If it is not possible to give you a
full reply within this time – for instance because detailed investigation is required – we will
give you an interim response, telling you what is being done to deal with your complaint,
and when you can expect the full reply and from whom.
Our first response to your complaint should resolve your problem; however, if you are unhappy with
our reply, or need further help, you can write to Complete Currency’s Complaints Officer who will
consider the issues afresh and try to resolve them.
If, even after this stage, you remain dissatisfied with the response you may wish to contact the
Financial Ombudsman Service (FOS) for further advice and guidance. This will not affect your legal
rights.
Complete Currency record all complaints, and we provide a summary of all complaints to
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:

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Complaints Handling Procedures
Complete Currency are pleased to operate in accordance with the Financial Ombudsman Service
(FOS) complaint management procedures.
We recognise that we have an obligation to Customers who are dissatisfied with our service to
resolve any complaint within 15 working days from the point of notification, or in exceptional
circumstances, 35 working days. If this is not possible for any reason, then we will state our reasons
for not being able to do so and propose an alternate completion date to the Customer. If we are
unable to resolve the complaint within this timescale, or to the Customers satisfaction, or the
Customer does not accept a deferred date, then such complaints may be eligible for consideration
by the FOS.

To assist the Customer, we would highlight our complaints procedure.

Complaints Procedure

Acknowledgement

Upon receipt of a complaint, we will provide written acknowledgement within 5 working days of
receiving the complaint days (working days are Monday to Friday, excluding bank holidays). The
letter will contain details of our Complaints Procedure and of your right to refer the complaint to the
Financial Ombudsman if you are dissatisfied with our assessment and ruling. It will also state who
within Complete Currency is dealing with the complaint and how to contact them (this will normally
be the Complaints Officer).

Initial Response
We will send the complainant a letter no later than 10 working days after the complaint was made,
containing a full account of the investigation activities planned, any findings thus far and, if
appropriate, any offer of redress. This letter will again advise the Customer of their rights, who is
dealing with the complaint and how to contact that person.

Further Acknowledgement

In the situation whereby the complainant responds to the Initial Response then again Complete
Currency will acknowledge receipt of response with 5 working days.
Holding Response
If, for whatever reason, Complete Currency is unable to conclude the investigation and provide a
Final Response (see below) to the complaint then Complete Currency will issue what is called a
Holding Response. The purpose of this Holding Response is to inform the complainant of the reasons
why Complete Currency cannot provide a Final Response and to provide a further indication of what
is happening with the complaint and also to provide an indication of when the complainant can
expect to hear from Complete Currency again. In the event that the complainant receives a Holding
Response, Complete Currency would invite the complainant to discuss the matter personally with
the Complete Currency Managing Director. The purpose of this step is to ensure that the complaint
(and the complainant) receives the highest priority in those situations where the complaint cannot
be fully resolved through normal investigatory processes.

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Final Response
Once Complete Currency has completed its investigation we will write to the complainant and offer
a summary outcome. Where appropriate, it may also include a final offer of redress. Such letters will
be marked clearly as the final response and will include details on how to contact the FOS if the
complaint has not been resolved to the complainant’s satisfaction or if the offer of redress is
considered insufficient or inappropriate.
Complete Currency will attempt to send the Final Response within 15 working days of the initial
complaint or one week after receipt of rejection of offer of redress (where applicable), or in
exceptional circumstances, within 35 working days. We will always abide by regulatory guidelines in
relation to a complaint and as such, we will always ensure that complainants are kept informed
about their complaint and our activities in response to their complaint.
 
Monitoring of Complaints
Complete Currency is required to keep detailed documentation on individual complaints. We are
required to report relevant complaints to Currencycloud on a regular basis. Confidential information
will not be shared with any 3rd parties, and we comply with the Data Protection Act 1998.
These details will usually include as a minimum;
 The nature, date, and method of communication of the complaint
 The complainant’s details.
 How the complaint was dealt with (outcomes)
 Whether the complaint was upheld or refuted
 Whether the complaint was closed (addressed to complainant’s satisfaction) or whether it
remains open and outstanding
 What financial redress or other significant outcome resulted from the complaint
Ultimate Redress
If, after contacting all parties the complainant remains dissatisfied with the outcome of the
complaint then they may seek redress through the FOS and the courts if they so wish. Details of the
FOS are provided below.
In each instance, we would record upon the complaint file what advice was provided and we would
reclassify the complaint to note that it has been ‘Investigated but not resolved.’ Such claims have
been deemed to be investigated by Complete Currency and reported to Currencycloud on this basis.
Financial Ombudsman Service (FOS)
The FOS is an independent and government-backed service designed to help retail consumers and
small commercial businesses (annual turnover of less than £1million) who find themselves in a
dispute with a financial organisation such as us.
It is a free service, and it can be contacted at any point in a dispute providing the complainant has
first contacted the financial organisation with whom the dispute relates to. Most cases are resolved

within a 6-month period however some inevitably take longer (depending on the nature and
complexity of the case).
The FOS can consider complaints about a wide range of financial matters – from insurance and
mortgages to savings and investments. They are not a regulator or trade body or a consumer
champion – their role is to take an objective standpoint and help settle disputes.
Consumers do not have to accept any decision made by the Financial Ombudsman and at all times
the consumer has the right to seek redress in a court should they so wish. However, if the
complainant accepts the Ombudsman decision, then it is binding both the firm and the complainant.

To contact the FOS, consumers should write or telephone or email their situation to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123