Customer Complaint Handling
At Banq Global, transparency and effective communication with our customers are paramount. We understand the importance of addressing complaints promptly and fairly to uphold trust and enhance our services. Our dedication to delivering exceptional customer service is of the utmost importance. If you encounter any issues with our service, please know that we have established procedures in place to address your concerns promptly and with care.
How to Submit a Complaint
You can submit your complaint via email at complaints@banqglobal.com or you can write to us at:
Banq Global Ltd
Berkeley Suite
35 Berkeley Square
Mayfair, London
United Kingdom
W1J 5BF
Please provide as much relevant information as possible, including your account details, contact details, a description of your complaint, details of any relevant transactions, and any relevant supporting evidence.
Acknowledging Complaints
Upon receiving your complaint, we will acknowledge its receipt within one business day.
Investigation and Resolution
We aim to resolve all complaints within 15 business days. If the complaint requires further investigation beyond the fifteen-day period, we will inform you about the causes of the delay and issue a final response within 35 business days from the date of receiving the complaint.
If you're unsatisfied with the resolution of your complaint, you can approach the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent body that helps resolve disputes between consumers and financial services firms in the UK. For more information on how to contact the FOS, please visit their website: Financial Ombudsman Service
For clients introduced to Currencycloud
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.
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, you can find Currencycloud’s complaints information here: Currencycloud Complaints Procedure
