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.
In the first instance, please email us on complaints@hawkfx.com. You can also call us on +44 330 380 3030 to discuss your concerns. We will endeavour to answer any client complaint within 15 business days following receipt of the complaint. However, in exceptional circumstances, we may be required to perform additional investigations into your complaint. In these circumstances, we will issue a holding response within 15 business days and a final response will be issued to the client no later than 35 business days after receiving the complaint.
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, Currencycloud’s complaints information can be found here.
Hawk FX Limited. Registered office: 124 City Road, London, EC1V 2NX, United Kingdom. Registered Company No. 11049497.
Payment services for Hawk FX Limited are provided by The Currency Cloud Limited. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199).
