Complaints Procedure
Every complaint is taken seriously, reviewed personally, and resolved as quickly as possible.
How We Handle Complaints
If something isn’t right with your experience, we want to hear from you
You can get in touch directly by emailing tonyredondo@cosmoscurrencyexchange.com. If you prefer, you can also contact us through our Getting in Touch form by clicking the ‘Raise a Complaint’ button below.
What Happens Next?
- We will acknowledge your complaint within one working day Monday to Friday
- We will review your case and gather any relevant information
- We aim to resolve any complaints within a few days
- If your complaint requires further investigation, we will keep you informed throughout the process
If You Are Not Satisfied
If you are not satisfied with our response, you may escalate your complaint to the relevant payment institution involved in your transaction:
If your complaint remains unresolved, you may also be able to refer it to the Financial Ombudsman Service (FOS), depending on the nature of your complaint.
Our Commitment To You
To ensure you feel heard throughout, receive timely communications and a positive outcome.