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Customer Complaints Procedure

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.

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If you are ever unhappy about the provision (or failure of provision) of our service which has resulted in (or may result in) financial loss, material distress or material inconvenience you can contact us on fx@manocap.com.

We take complaints very seriously and will respond to you within 1 business day to start resolving the issue. When making a complaint in order for us to resolve the matter as quickly as possible please provide the following information: 

 

  • The date of the complaint 

  • The nature of the complaint

  • The impact on your business 

  • Your contact details 

  • Any additional information 

 

On occasion where more research has to be conducted it may take up to 15 business days to resolve complaints but we will keep you updated throughout the process. We have a maximum of 35 business days from the date of receipt to issue a formal response. 

 

If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body.

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If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.

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If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.

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We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Ebury Partners UK Limited. Currencycloud ultimately provides you with payments and e-money services in the United Kingdom, European Union and United States. Ebury Partners UK Limited provide you with Payment and foreign exchange services in the United Kingdom and European Union. 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.

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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/), and Ebury Partners UK Limited can be found here (https://ebury.com/legal/complaints-policy).

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Payment services for Manocap FX Limited 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 authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199)

 

Payment services for Manocap FX 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 a electronic-money institution (Relation Number: R142701)

 

Payment services for Manocap FX 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 authorized in 39 states to transmit money (MSB Registration Number: 31000160311064). Registered Office: 104 5th Avenue, 20th Floor, New York , NY 10011.

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Manocap FX Limited’s Payment and Foreign Currency Exchange Services are provided by Ebury Partners UK Limited. Manocap FX Limited is partnered with Ebury Partners UK Limited as a Programme Manager. Ebury Partners UK Limited (EPUK) is an Authorised Electronic Money Institution and is a licensed entity that is permitted to offer spots and forwards for commercial purposes of facilitating payment for identifiable goods or services and direct investments, as per the applicable Markets in Financial Instruments Directive II (MiFID) exemption. Regulated investment products, as defined in MiFID II, fall out of the scope of this licence and are not permitted to be traded under EPUK. Ebury Partners UK Limited is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution (Financial Services Register No. 900797). Ebury Partners UK Limited is registered with the Information Commissioner's Office, with registration number: ZA345828.

 

Manocap FX Limited’s payment and foreign currency exchange services are provided by Ebury Partners Belgium NV/SA. Manocap FX Limited is partnered with Ebury Partners Belgium NV/SA as a Programme Manager. Ebury Partners Belgium NV/SA is authorised and regulated by the National Bank of Belgium as a Payment Institution under the Act of 11 March 2018, registered with the Crossroads Bank for Enterprises (Banque-Carrefour des Entreprises) under number 0681.746.187.

 

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