Client Services
Complaints
We are your first port of call. Every complaint is handled by a named team member and acknowledged within one business day.
We are your first port of call for any queries or concerns, including complaints. We will endeavour to answer the client's complaint within one business day following receipt of the complaint. However, in exceptional circumstances we may be required to perform additional investigations into your complaint. In these circumstances we will issue a holding response within 15 business days and a final response will be issued to the client no later than 35 business days after the complaint has been received.
Please email our complaints team directly at complaints@medlockandthames.com and we will respond to your query.
If you are unhappy with the outcome of the complaint, you may contact the Financial Ombudsman directly here.
We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and GC Partners. Currencycloud ultimately provides you with geographically or functionally limited elements of regulated payments and e-money services in UK, EU & USA. GC Partners provides you with similar products in the UK and other regions. 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. 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 and GC Partners is located here.
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UNITED KINGDOM END CUSTOMERS: Payment and e-money services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: 1 Sheldon Square, London, W2 6TT, United Kingdom. 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) | UNITED STATES END CUSTOMERS: Payment services in the United States are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here: https://usa.visa.com/legal/visa-global-services-licenses.html VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041 | EEA END CUSTOMERS: The issuance of e-money and the provision of related payment services for Medlock & Thames are provided by CurrencyCloud B.V. CurrencyCloud B.V. is registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701). https://www.currencycloud.com/legal/terms/ | Medlock & Thames’ 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.