Customer Support

Complaints Procedure

We are committed to providing a high standard of service. If something has not met your expectations, we want to hear about it so we can put it right.

How to raise a complaint

You can contact us in any of the following ways:

Email: Support@pure-currencies.com
Telephone (UK): 01494 414 520
Post: St Mary's Court, The Broadway, Amersham, HP7 0UT

Please include your name, contact details, a clear description of the issue and any relevant reference numbers so we can investigate quickly.

How we handle it

We will acknowledge your complaint promptly — normally within three business days — and aim to provide a full response within 15 business days of receipt. In exceptional cases this may extend to 35 business days, in line with FCA requirements; if so, we will explain the delay and confirm when you can expect a response.

If you remain dissatisfied

Payment services are provided by our regulated partners (Equals Money Plc and Sciopay Ltd). If your complaint relates to a payment and you are not satisfied with the final response, you may be entitled to refer it to the Financial Ombudsman Service:

Website: financial-ombudsman.org.uk
Telephone: 0800 023 4567
Post: Exchange Tower, London E14 9SR

Eligible referrals must normally be made within six months of our final response.

Our commitment

All complaints are treated confidentially and used to improve our service. Making a complaint will not affect how we deal with you in future.