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Complaints Handling Policy for Caspian Partners Limited

 

Introduction:

At Caspian Partners, excellence in customer service is at the heart of our business. We acknowledge that, on occasion, the level of service provided may fall short of both your expectations and our aspirations. This Complaints Handling Policy is established in accordance with the guidelines set by the Financial Conduct Authority (FCA) to ensure all complaints are handled in a manner that is fair, consistent, and efficient.

Scope: This policy applies to all aspects of our operations and services within the foreign exchange sector, covering all complaints received from our UK-based clients.

How to Lodge a Complaint: Clients who wish to express dissatisfaction with any element of our service are encouraged to contact us through the following means:

When submitting a complaint, please provide as detailed an account as possible, including any relevant transaction IDs, dates, and a clear description of your concern, along with your preferred contact information.

Acknowledgment of Complaints: Upon receipt of your complaint, we will promptly acknowledge it in writing within three business days. This acknowledgment will include the name and contact details of the individual or team responsible for managing your complaint.

Investigation Process: Your complaint will be thoroughly investigated by a team member not directly involved in the issue. This investigation will include a review of all relevant documents, actions taken, and communications. We are committed to handling your complaint objectively, fairly, and free of any prejudice.

Resolution and Response: Our aim is to resolve your complaint promptly. If a resolution is reached within three business days and you are satisfied with the outcome, we will confirm all details of the resolution in a summary resolution communication.

For more complex issues requiring detailed investigation, we aim to resolve your complaint fully within eight weeks of receipt, in line with FCA guidelines. You will receive a final response letter stating our findings, any actions taken, and our final decision regarding your complaint.

Escalation: If you are dissatisfied with our final response, or if eight weeks have passed without resolution, you are entitled to escalate your complaint to the Financial Ombudsman Service (FOS), a free, independent service for resolving disputes between customers and financial services institutions.

Financial Ombudsman Service Contact Details:

You must contact the FOS within six months of receiving our final response. The FOS will require a copy of our final response to assist with their investigations.

Record Keeping: All complaints and the documents related to them will be recorded and stored securely for a minimum of six years, ensuring compliance with FCA regulations and data protection laws.

Monitoring and Continuous Improvement: We commit to regular reviews of our complaints handling process and outcomes to identify areas for service improvement. Our goal is to enhance the quality and efficiency of our service continually.

Further Inquiries: Should you require further information about our Complaints Handling Policy or the complaints process, please do not hesitate to contact us using the details provided above.

This policy is effective and will be reviewed annually to ensure compliance with current regulations and best practices.

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. [Provide key complaints information such as Client’s own contact email address and phone number, plus response times]. 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. However, 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.  https://www.currencycloud.com/legal/complaints-procedure/

Contact

London

124-128 City Road, London, England, EC1V 2N

+44 (0)203 026 9900

info@caspian-partners.com

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© Caspian Partners Limited 2026

Caspian Partners Limited isregistered in England & Wales – Companies House No. 15300352. Registered office; 144-128 City Road, London, England, EC1V 2NX. Payment services are provided by the following regulated partners; Caspian Partners Limited’s  payment and foreign currency exchange services are provided by Global Currency Exchange Network Ltd T/A GC Partners. Global Currency Exchange Network Ltd is authorised by the FCA under the Payment Services Regulations, 2017 (FRN: 504346). Registered as a Money Services Business, regulated by HM Revenue & Customs (“HMRC”) under the Money Laundering Regulations 2017. (Registration number is 12137189). Registered in England and Wales. Company number 04675786. Registered Office 3rd Floor 100 New Bond Street, London, England, W1S 1SP.

For clients based in the European Economic Area, payment services for Caspian Partners Limited are provided by CurrencyCloud B.V.. Registered in the Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296 – 298, Mindspace Nieuwezijds Office 001 Amsterdam. CurrencyCloud B.V. is authorised by the DNB under the Wet op het financieel toezicht to carry out the business of an electronic-money institution (Relation Number: R142701). 

For clients based in the United States, payment services for Caspian Partners Limited are provided by The Currency Cloud Inc. which operates in partnership with Community Federal Savings Bank (CFSB) to facilitate payments in all 50 states in the US. CFSB is registered with the Federal Deposit Insurance Corporation (FDIC Certificate# 57129). The Currency Cloud Inc is registered with FinCEN and authorised in 39 states to transmit money (MSB Registration Number: 31000206794359). Registered Office: 104 5th Avenue, 20th Floor, New York , NY 10011.

For clients based in the United Kingdom and rest of the world, payment services for Caspian Partners Limited are provided by The Currency Cloud Limited. Registered in England and Wales 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).