Complaints Procedure

01How to make a complaint

If you are dissatisfied with any aspect of our service, please let us know. Email info@ccyfx.com with “Complaint” in the subject line, or write to us at our head office. Please include your name, the name of the entity, a description of the issue and any relevant transaction references.

02How we handle your complaint

1. We acknowledge your complaint promptly.
2. A person who was not involved in the original matter investigates it.
3. We may contact you for further information.
4. We send you a written response setting out our findings and any action we will take.

03If you are not satisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed by a director of CCYFX PAY INC. We will confirm the outcome of that review in writing.

04What we cannot discuss

Some decisions are made to meet our legal obligations. We may not be able to explain why an application was declined, why a payment was delayed or why a relationship was ended. The law also prohibits us from disclosing whether a suspicious transaction report has been made to FINTRAC.