Your Feedback Matters
We’re Committed to Improvement
Let Us Know How We Can Help
At Provision Currency, we’re dedicated to providing exceptional service to our clients. We value your feedback, both positive and negative, as it helps us continuously improve and exceed your expectations.
If you have a complaint or are dissatisfied with any aspect of our services, we encourage you to share your experience with us. Your feedback is important to us, and we’re committed to addressing your concerns promptly and fairly
How to Submit a Complaint:
Please submit your complaint in writing to: info@provisioncurrency.com
Kindly include the following details in your email:
- Date of Complaint
- Reason for Complaint
- Impact on You or Your Business
- Additional Information
- Contact Details
Our Commitment:
We will acknowledge receipt of your complaint within 1 business day and aim to resolve it within 3 working days. If further investigation is required, we will strive to address the matter within 15 working days. In exceptional circumstances, we will notify you if resolution will take a maximum of 35 working days.
We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Equals, GC Partners and Ebury. Currencycloud ultimately provides you with regulated payment and/or e-money services in UK/EEA/US. Other service providers provide you with UK/EEA/US. These partners have certain obligations as regulated financial services institutions, 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.
Further Escalation:
If, for any reason, your complaint regarding our payment and e-money services has not been acknowledged or addressed satisfactorily, or if you have concerns about how it has been handled, you can find Currencycloud’s complaints information here:
For further escalation, you have the option to contact and lodge a complaint with the Financial Ombudsman Service in the UK:
KIFID: (Email – consumenten@kifid.nl / Telephone – 070 – 333 8 999 / Website https://www.kifid.nl/) so EEA End-Clients are correctly signposted should ProVision Currency Ltd be unable to resolve the complaint.
Thank you for your understanding and cooperation.
We value your feedback and are committed to resolving any issues promptly and professionally.
Need Help? Find Answers Here
We’re here to help! Browse our FAQ section for answers to common questions about our services, fees, and security measures. If you need further assistance, don’t hesitate to reach out – our team is always happy to help.
What is a Spot Transaction?
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