Contact Us

If you would like to get in touch with one of our customer service representatives, please send us an email at enquiries@moneycorp.com.

Customer satisfaction is of paramount importance to us, so please let us know if you are not happy with any aspect of our service. We assure you that we will do our best to put matters right as quickly as possible. Firstly, please allow us the opportunity to resolve the issue through our official complaints procedure. In the unlikely event that you are not happy with the outcome, you may be able to complain to the Financial Ombudsman Service.

How can I make a complaint?

If you already have a customer relationship with moneycorp, please speak to your usual contact with any queries (e.g. your dealer) as they are likely to be in the best position to assist. Alternatively, you can contact us via any of the methods listed below.

Online:  

Send us your complaint via email. 

Telephone: 

Personal Dealing Team:+44 (0)20 7589 3000
Business Dealing Team:+44 (0)20 7823 7400
Wholesale Banknotes:+44 (0)20 7828 9292
Travel Money:+44 (0)8456 210 210
Explorer Prepaid Card:+44 (0)20 8166 9979
Retail branches:+44 (0)8456 210 210

Write to us at: 

Corporate and Personal Money Transfer Service
moneycorp,
Zig Zag Building,
Floor 5,
70 Victoria Street,
London, 
SW1E 6SQ.

Explorer Prepaid Card
moneycorp,
Zig Zag Building,
Floor 5,
70 Victoria Street,
London, 
SW1E 6SQ.

Travel Money, Wholesale Banknotes, Retail branches and other products and services
moneycorp,
Zig Zag Building,
Floor 5,
70 Victoria Street,
London, 
SW1E 6SQ.

In person

If you have carried out a foreign exchange transaction at one of our Bureaux de Change branches (including the collection of Travel Money orders) with which you are not happy, please feel free to return to any of our branches to make your complaint.

What will happen next?

Your complaint will be passed to the relevant department and you can expect an initial acknowledgement of your complaint within 1 business day from the date this is received by moneycorp.

For all complaints by close of the third business day we will endeavour to provide to you a summary resolution communication in writing outlining our findings in relation to your compliant.

For all complaints where the matter cannot be resolved by close of the third business day following receipt, a formal final response will be sent as soon as possible and no later than 15 business days from the date of complaint. (This can be extended to 35 business days in exceptional circumstances with a holding response to be provided within 15 business days).

This response will:

• be in writing;
• summarise the complaint, explain what investigations Moneycorp undertook and the conclusions reached.

If we cannot provide the final response within 15 business days we shall provide you with a holding response to provide an update and reassure them that the matter is being investigated.

The holding response will:

• be in writing;
• summarise the complaint, explain what investigations Moneycorp undertook and why it is not in a position to make a final response and indicate when the response will be provided. 

In exceptional circumstances by day 35 we will provide you with a formal final written response which will summarise the complaint, explain what investigations Moneycorp undertook and the conclusions reached.

Escalating complaints

If you are not happy with how your complaint has been handled, please email the following address:QSM@moneycorp.com.

What if I am still unhappy?

We aim to resolve complaints internally. However, if you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint with us and it has not been addressed, you may have the right to refer your complaint to the Financial Ombudsman Service.

However, please note the following:

• Only private individuals and small business (micro enterprises) have the right to take their case to the Ombudsman.
• The Ombudsman will only consider complaints about regulated products and services (moneycorp’s regulated activities are payment services, as well as the currency options and advisory services offered by Moneycorp FRM).

You can contact the Financial Ombudsman Service at this address:

Financial Ombudsman Service
The Financial Ombudsman Service
Exchange Tower
London 
E14 9SR

website: www.financial-ombudsman.org.uk
email: complaint.info@financial-ombudsman.org.uk
phone:0800 023 4567 or 0300 123 9 123