Complaint Handling Procedure

Our Commitment to Resolving Your Concerns

At Unicorn Currencies, we are committed to providing excellent service to all our clients. However, we recognize that there may be occasions when you are not satisfied with our service or have a concern about how we have handled your account or transaction.

We take all complaints seriously and have established a clear, transparent complaint handling procedure to ensure your concerns are addressed fairly, promptly, and professionally.

What Constitutes a Complaint?

A complaint is any expression of dissatisfaction with our services, including but not limited to:

• (a) Delays in processing transactions or payments
• (b) Errors in foreign exchange rates or transaction execution
• (c) Issues with account opening, verification, or closure
• (d) Concerns about fees or charges
• (e) Customer service quality or communication issues
• (f) Data protection or privacy concerns
• (g) Any other aspect of our service that did not meet your expectations

How to Submit a Complaint

Step 1: Initial Contact and Acknowledgment

Submit Your Complaint

Please send your complaint via email to:

Email: compliance@unicorncurrencies.com

Alternatively, you may write to us at:

For Canadian Clients:
Compliance Department, Unicorn Currencies Limited, 5577 153A Street, Suite 207, Surrey, V3S 5K7, British Columbia, Canada

For UK, EU, and Rest of World Clients:
Compliance Department, Unicorn Currencies Ltd, 4th Floor, Silverstream House, Fitzroy Street, London, W1T 6EB, United Kingdom

What to Include in Your Complaint

To help us investigate and resolve your complaint efficiently, please provide:

• (a) Your full name and contact details (email address and phone number)
• (b) Your account number or client reference number (if applicable)
• (c) A clear description of your complaint, including relevant dates and transaction references
• (d) Copies of any supporting documents (emails, transaction confirmations, statements)
• (e) What outcome or resolution you are seeking

Acknowledgment

We will acknowledge receipt of your complaint within 24 hours (during Business Days) via email, confirming:

• That we have received your complaint
• The reference number assigned to your complaint
• The name of the Compliance Officer handling your case
• The expected timeline for our investigation and response

Step 2: Investigation and Final Response

Formal Investigation

Once your complaint is acknowledged, we will:

• Conduct a thorough investigation into the circumstances of your complaint
• Gather additional information if needed
• Consult relevant departments (Operations, Customer Service, Compliance, Senior Management)
• Assess liability and appropriate remedies

Final Response Letter

We will provide a Final Response Letter within 15 Business Days of acknowledging your complaint (or sooner where possible). Our Final Response Letter will include:

• A summary of your complaint
• The findings of our investigation
• Our decision (whether upheld, partially upheld, or not upheld)
• An explanation of the reasoning behind our decision
• Details of any remedial action, compensation, or corrective measures
• Information about your right to escalate the complaint to an independent dispute resolution body

Extension of Timeframe: In complex cases we may require additional time (typically no more than 35 Business Days). We will notify you in writing before the 15-day deadline expires and provide a revised timeframe.

Step 3: Escalation to Independent Dispute Resolution

If you are not satisfied with our Final Response Letter, or if we have not resolved your complaint within the specified timeframe, you have the right to refer your complaint to an independent external dispute resolution body.

For UK, EU, and Rest of World Clients (Unicorn Currencies Ltd)

Financial Ombudsman Service (FOS)

You have the right to refer your complaint to the Financial Ombudsman Service, a free, independent service established by law.

Eligibility: You must be an eligible complainant (individuals, micro-enterprises, small businesses, charities, or trusts with annual turnover below certain thresholds). You must have received our Final Response Letter, or more than 8 weeks have passed since you submitted your complaint. You must refer your complaint to FOS within 6 months of the date of our Final Response Letter.

How to Contact FOS:

Website: https://www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or +44 20 7964 0500
Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom

For Canadian and US Clients (Unicorn Currencies Limited)

ADR Chambers Banking Ombuds Office (ADRBO)

You have the right to refer your complaint to ADRBO, an independent, impartial external complaint body for the banking and financial services industry in Canada.

Eligibility: You must have received our Final Response Letter, or more than 90 days have passed since you submitted your complaint without resolution.

How to Contact ADRBO:

Website: https://bankingombuds.ca
Email: info@bankingombuds.ca
Phone: 1-888-451-4519 (toll-free) or 416-287-2877
Address: ADR Chambers Banking Ombuds Office, 234 Eglinton Avenue East, Suite 407, Toronto, ON M4P 1K5, Canada

Our Commitment to Continuous Improvement

We view complaints as valuable opportunities to improve our services. We analyze complaint trends, implement corrective actions, report complaints data to Senior Management and the Board quarterly, provide staff training based on lessons learned, and review and update policies to enhance service quality and compliance.

Key Questions About Complaints