We are committed to providing high‑quality service. This Policy explains how you can raise a complaint about Unicorn Currencies, how we will handle it, and your further escalation options.
Applies to all customers and prospective customers of Unicorn Currencies Ltd and Unicorn Currencies Limited using any product (accounts, FX, tools, APIs) worldwide.
| Method | Details |
|---|---|
Email | info@unicorncurrencies.com |
Phone | +44 020 8064 0818 (24 × 7) – request "Complaint" |
Post | Compliance Team, Silverstream House, Fitzroy St, London W1T 6EB, UK |
Please provide:
- Full name and account email or reference.
- Details of the issue (dates, amounts, screenshots).
- Desired outcome.
| Stage | Action | Target Timeframe |
|---|---|---|
Acknowledgement | Written confirmation we've received your complaint. | Within 24 hours |
Investigation | Review records, speak with teams, may request more info. | Usually 10 Business Days |
Resolution Response | Written final response with outcome, remedy or rationale. | Within 15 Business Days ¹ |
¹ Complex cases: If we cannot resolve within 15 Business Days, we'll send a "holding response" explaining the delay and target to resolve within 35 Business Days (per FCA DISP rules).
Upheld
We accept your complaint; remedy may include apology, account fix, fee reversal, or compensation.
Partially Upheld
Some aspects accepted; partial remedy offered.
Not Upheld
We find no error; we'll explain why and provide evidence.
If you are unhappy with our final response or we exceed the 35‑day deadline, you may refer to the Financial Ombudsman Service (FOS) within 6 months:
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Depending on your country you may have the right to escalate to your local financial ombudsman or consumer‑protection authority. Contact us for jurisdiction‑specific guidance.
We keep complaint records for five (5) years in line with FCA DISP and ISO 10002 guidelines.
Complaints are logged, root‑caused and reviewed monthly by senior management. Trends inform product fixes, training and policy updates.
Complaints & Compliance Team
© 2022 Unicorn Currencies Ltd & Unicorn Currencies Limited – All rights reserved.