Complaints

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. We value your feedback and are committed to providing the best possible service to our customers. If you have any concerns or are dissatisfied with any aspect of our products, services, or interactions, we encourage you to raise a complaint. Your input is invaluable, and we are here to help resolve any issues promptly and fairly.

Steps to Raise a Complaint

Contact Us:

The first step in raising a complaint is to get in touch with us. There are several ways to do this:

Email: Send an email to complaints@evolvecurrency.com with “Complaint” in the subject line.

Phone: Call our Customer Support Team at +44 20 7170 8955 (UK) or +1 212 419 4967 (USA).

Provide Information:

When you reach out, please provide as much information as possible to help us understand and address your complaint effectively. Include the following details:

– Your name and contact information (email, phone number).
– A detailed description of the issue or concern.
– Relevant order or account numbers, if applicable.
– Any supporting documents or evidence that can assist in the resolution.

Acknowledgment:

Upon receiving your complaint, we will send you an acknowledgment within one business day. This acknowledgment will include a reference number, which you can use to track the progress of your complaint.

Investigation and Resolution:

Our team will promptly investigate your complaint and work towards a resolution. We may contact you for additional information if needed.

Communication:

Throughout the process, we will keep you informed of the progress and expected timeframes for resolution. We maintain open and respectful communication with you.

Resolution and Feedback:

Once the investigation is complete, we will provide you with a resolution. If the complaint is substantiated, we will take appropriate actions to rectify the situation. We encourage you to provide feedback on the resolution.

Closure:

After reaching a resolution, we will close the complaint. You will be informed of the closure and the steps taken.

Escalation:

If you are not satisfied with the resolution provided, you have the option to escalate your complaint. 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. Your Feedback Matters

Your feedback is essential to us, and it helps us improve our products and services. We appreciate your trust in us and are dedicated to addressing your concerns in a transparent and efficient manner.

If you have any questions or require assistance with raising a complaint, please don’t hesitate to contact our Customer Support Team at help@evolvecurrency.com or +44 20 7170 8955 (UK) or +1 212 419 4967 (USA). Your satisfaction is our priority, and we are here to help.