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Complaints Handling

We are your primary contact for any inquiries or concerns, including complaints, which we will address according to our complaints process.

Upon receiving a complaint, we will reach out to the complainant within one business day to acknowledge receipt and confirm that the complaint is under review.

Our goal is to resolve all complaints within 15 business days. In exceptional cases, we may take up to 35 business days from the date of receipt to provide a final response. In such cases, the complainant will receive an interim response within 15 business days, detailing:

  1. The reasons for the delay in resolving the complaint.
  2. A deadline for issuing a final response, not exceeding 35 business days.

Information Required from Complainants:

  • Client Name
  • Date of Event (e.g., transaction date)
  • Complaint Details
  • Client Contact Details (email & phone)

We collaborate with e-money and payment institution partners, including Currencycloud, and Sciopay Ltd to deliver our services. Currencycloud and Sciopay Ltd provides regulated payments and e-money services in the UK, EU, and the US.

As regulated financial services institutions, our partners have specific obligations regarding complaints. We keep them informed about complaints we receive related to the regulated payments and e-money services they provide. They monitor our handling of complaints to ensure compliance with regulatory standards.

However, if your complaint regarding payments and e-money services has not been acknowledged or addressed by us, or if you have concerns about how it has been handled, you can find Currencycloud’s complaints information here . For complaints related to Sciopay Ltd, their information can be found here .

If you are unsatisfied with our final response to your complaint, you have the option to escalate it to the Financial Ombudsman Service (FOS) at no cost.

Please note that you must refer your case to the Financial Ombudsman within six months of receiving the final response from Orbis Exchange. If you do not refer your complaint within this time frame, the Ombudsman will not have our permission to consider your complaint and will only be able to do so under very limited circumstances, such as if the Ombudsman believes the delay was due to exceptional circumstances.

If you wish to escalate your complaint or need more information about the Financial Ombudsman, please visit: https://www.financial-ombudsman.org.uk/make-complaint.

The Financial Ombudsman will independently review your complaint and provide a final response.