If you are unsatisfied with any aspect of the service provided by Rutland FX or its banking partners, please contact your account manager first to see if they can help you. If your account manager is unable to resolve the issue via e-mail or telephone, please lodge a complaint below so we can investigate it. A response will be sent within 14 business days of the complaint being submitted.

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

A final response e-mail will be sent to you within 14 days of your complaint. If you are not happy with the outcome of the final response the complaint can be forwarded to the Financial Ombudsman Service (FOS) via the details below:

Online: www.financial-ombudsman.org.uk

Email: [email protected]

Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR

Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–5:00pm (GMT)