Need to make a complaint?

We are sorry to hear you are unhappy with our service. We appreciate you taking the time to tell us about your experience. If you are unsatisfied with any aspect of the service provided by Rutland FX, please contact your account manager first to see if they can help you.

If your account manager is unable to resolve the issue via email or telephone, please lodge a complaint below so we can investigate it. A member of the team will confirm receipt of your complaint via email within 24 hours of receiving, and will aim to resolve the complaint within three business days.

If your complaint needs to be escalated, we may need to extend the timeline to resolve it to within 15 business days from the date of receipt. In exceptional circumstances, where we are unable to issue a final response within 15 business days, we have up to a maximum of 35 business days from the date of receipt to provide a final response.

To help us resolve your complaint as efficiently as possible, please provide as much detail as you can. Include information such as transaction reference numbers, dates, and times whenever possible. The more details you provide, the better we can understand and address your concerns.

Rutland FX is powered by 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

Once you receive a final response email, if you are not happy with the outcome, the complaint can be forwarded to the Financial Ombudsman Service (FOS) using the details below:


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)

When funds are posted to your account, they are safeguarded by the regulated payment or e-money institutions we work with, in line with regulatory requirements. This means that the funds shown in your payment account balance or e-wallet are held at reputable banks or covered by an insurance policy, ensuring their protection in the event of insolvency of our partner institutions or ourselves. Our partners stop safeguarding your funds once the money has been paid out of your account to the beneficiary’s account. If you require a breakdown of the exact amounts of funds you have safeguarded with each of our payment or e-money partners at any given time, please do not hesitate to contact us.