Complaints
Introduction
At Kinetic Exchange, we are committed to treating customers fairly and addressing any concerns promptly and transparently. We value feedback and use it to improve our services. This policy explains how you can raise a complaint and how we will respond.
What Is a Complaint?
A complaint is any expression of dissatisfaction about our services, communication, or processes where you expect a response or resolution.
How to Make a Complaint
If you would like to raise a complaint, please contact us at:
complaints@kineticexchange.co.uk
Please include your name, contact details, and a brief description of the issue.
Complaint Process
1. Acknowledgment
We will acknowledge your complaint within one business day.
2. Review & Investigation
We will review the information provided, gather any relevant details, and assess what has happened.
We aim to provide a full response within 15 business days, or within 35 business days where more time is required.
3. Communication
We will keep you updated during our review and clearly explain our findings and any next steps or actions we propose.
4. Record Keeping
We will record the complaint and outcome in our internal log and keep all complaint records securely for at least five years.
Complaints Relating to Payment and E-Money Services
We work with regulated e-money and payment service providers to deliver the services available through your account. These partners, Ebury Partners UK Limited, The Currency Cloud Limited, and Equals Connect Limited, are the firms that ultimately provide the regulated payment and e-money services you use. The details of the services provided by each partner, and by us, are set out in the terms and conditions you accepted when opening an account.
Because our partners are regulated institutions, they have specific responsibilities around how complaints relating to their services are handled. We keep them informed of any complaints we receive that relate to the payment or e-money services they provide, and they oversee how we manage such complaints to ensure we meet regulatory expectations.
If for any reason a complaint about your payment or e-money services has not been acknowledged or handled correctly by us, or if you have concerns about how it has been managed, you can find our partners’ complaints information below.
Partners complaints information:
Ebury Partners UK Limited – https://ebury.com/legal/complaints-policy/
The Currency Cloud Limited – https://www.currencycloud.com/legal/complaints-procedure/
Equals Connect Limited – https://www.equalsconnect.com/home/complaints-policy
If You Are Not Satisfied
If you are unhappy with our final response, or your complaint remains unresolved after eight weeks, you may be able to refer the matter to the Financial Ombudsman Service within six months.
More information is available at:
www.financial-ombudsman.org.uk
Kinetic Exchange
info@kinetic-exchange.com
+44 20 4572 3072
© 2025. All rights reserved.
Kinetic Exchange Limited is a company registered in England and Wales (registered no.16838482). Registered address: 124 City Road, London, England, EC1V 2NX.
Payment and e-money services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199)
For clients based in the European Economic Area, the issuance of e-money and the provision of related payment services for Kinetic Exchange Limited are provided by CurrencyCloud B.V. CurrencyCoud 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).
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. 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.
Kinetic Exchange LImited's Payment and Foreign Currency Exchange Services are provided by Ebury Partners UK Limited. Ebury Partners UK Limited (EPUK) is an Authorised Electronic Money Institution (Financial Services Register No. 900797) and is licensed to provide payment services including FX spots and FX Forwards for the commercial purpose of the facilitation of payments for identifiable goods or services and direct investments. Ebury Partners UK Limited is registered with the Information Commissioner's Office, with registration number: ZA345828.
Trade Finance and Lending Services are provided by Ebury Partners UK Limited
Payment services are provided by Equals Money Plc, registered in England & Wales (registered No. 05539698) and is authorised by the Financial Conduct Authority to provide payment services (FRN No. 488396). Registered Address: 3rd Floor, Vintners’ Place, 68 Upper Thames St, London, EC4V 3BJ, UK.
Payment services are provided by Equals Money Europe SA. Equals Money Europe SA is a Regulated Payment Institution supervised by the National Bank of Belgium (NBB). Company incorporated under the laws of Belgium, with the Registration No. 0849.185.510. Registered Address: Avenue Louise 231, 1050 Bruxelles.
Foreign Exchange and Payment Services for customers introduced by Kinetic Exchange Limited to Sciopay Ltd are provided solely by Sciopay Ltd. Sciopay Ltd is a company incorporated in England & Wales with Registration No: 12352935. Sciopay Ltd is licensed and regulated by HMRC as a Money Service Business (MSB) with Licence No: XCML00000151326. Sciopay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution with Firm Reference Number: 927951.
Overview
Useful Links
124 City Road
London, England EC1V 2NX