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 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.
Complaints process
Sedber is committed to providing exceptional service to our customers, resolving customer complaints promptly, fairly, and effectively.
All complaints will be acknowledged within 1 business day of receipt, confirming that the issue is under investigation.
We will investigate the complaint competently, diligently and impartially, obtaining additional information as necessary and look to have the issue resolved within 15 business days, or sooner if possible, of 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.
How to make a complaint
Customers can submit complaints through the following channels:
In person at our office
By phone: +44 (0) 20 3920 7268
By email: support@sedber.com
Through our website: https://www.sedberfx.com/contact
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 here.
If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.