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. Here is a detailed summary of our complaints process:
Submitting a Complaint: To submit a complaint, please send an email to hello@vertexfinancialpartners.com. In the email, clearly state the details of your complaint and provide any supporting documentation or information that will help us understand the issue better.
Timelines: We prioritize the resolution of complaints and strive to provide a response within 1-2 working days. Please allow this timeframe for us to thoroughly review your complaint and provide you with a meaningful response.
Information to Include in Your Complaint: When submitting a complaint, ensure to include the following information:
Your Contact Information: Full name, company, and email address.
Nature of the Complaint: Clearly explain the issue or concern you are facing, providing any relevant context.
Date and Time: Specify when the incident occurred or when you first noticed the problem.
Supporting Documentation: Attach any documents, screenshots, or evidence that support your complaint.
Desired Resolution: Describe what you hope to achieve as a resolution to your complaint.
If you are dissatisfied with the resolution provided by Vertex Financial Partners, you have the option to seek further assistance from the Financial Ombudsman Service (FOS) in the UK. The FOS is an independent body that helps to resolve disputes between consumers and financial institutions. You can contact the FOS through their website at www.financial-ombudsman.org.uk or by calling their helpline at 0800 023 4567. They will review your complaint impartially and work towards finding a fair resolution.
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.