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Complaints

At MSB, we value your feedback and are committed to addressing any concerns you may have, including complaints. Our complaints handling process ensures that we address your issues promptly and professionally. 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.

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To submit a complaint, please reach out to us through one of the following channels:

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We aim to acknowledge receipt of your complaint within 1 business day, provide you with an initial response within 3 business days and to resolve complaints by 15 business days. We will make every effort to resolve your complaint as quickly as possible.

 

When submitting a complaint, please include the following information:

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  • Your name and contact details.

  • A clear description of the issue or concern.

  • Any relevant documentation or supporting evidence.
     

If you are based in the UK and are not satisfied with the resolution provided by MSB, you have the option to approach the Financial Ombudsman Service (FOS) for further assistance.

If you are based in the EU and are not satisfied with the resolution provided by MSB, you have the option to approach the Financial Services Complaints Tribunal (Kifid) for further assistance.

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MSB work in partnership with Currencycloud, Sciopay and Ebury, all of whom are regulated financial services institutions, to provide you with regulated Payments and E-money services. Currencycloud, Sciopay and Ebury also have obligations regarding complaints handling.

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If for any reason your complaint regarding Payments and E-money services has not been acknowledged or dealt with by us, or if you have concerns about how it has been handled, you can find Currencycloud's complaints information here and Ebury's complaints page here.

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Please don't hesitate to contact us with any questions or concerns, and we will be happy to assist you.

Payment services (non Mifid products/services) for MSB Foreign Exchange are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. 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).

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Payment services for MSB Foreign Exchange are provided by Sciopay Ltd. Sciopay Ltd is a company incorporated in England & Wales. Registration No: 12352935. Sciopay Ltd is licensed and regulated by HMRC as a Money Service Business (MSB). License No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution. Firm Reference Number: 927951

 

MSB Foreign Exchange's Payment and Foreign Currency Exchange Services are provided by Ebury Partners UK Limited. MSB is partnered with Ebury Partners UK Limited as a Programme Manager. Ebury Partners UK Limited (EPUK) is an Authorised Electronic Money Institution and is a licensed entity that is permitted to offer spots and forwards for commercial purposes of facilitating payment for identifiable goods or services and direct investments, as per the applicable Markets in Financial Instruments Directive II (MiFID) exemption. Regulated investment products, as defined in MiFID II, fall out of the scope of this licence and are not permitted to be traded under EPUK. Ebury Partners UK Ltd is a company registered in England and Wales no. 07088713. Ebury Partners UK Ltd is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution (Firm Reference Number: 900797). Ebury Partners UK Limited is registered with the Information Commissioner's Office, with registration number: ZA345828.

© 2024 MSB Foreign Exchange

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