Treating Customers Fairly (TCF)

Our Promise to You

At Unicorn Currencies, treating customers fairly isn't just a regulatory obligation—it's who we are. We are committed to delivering good outcomes for every client, every time, through transparent pricing, clear communication, and services designed with your needs at the center.

Our Commitment

We align with the Financial Conduct Authority's Consumer Duty principles and longstanding Treating Customers Fairly (TCF) requirements, which means:

We Put Your Interests First

Your success is our success. We design our products, services, and processes to deliver value and positive outcomes for you, not just to maximize our profits. We act with integrity and in your best interests at every stage of our relationship.

We Are Transparent About Pricing

You deserve to know exactly what you're paying for and why.

• No Hidden Spreads: We clearly disclose the exchange rate margin applied to your transactions. Our rates are competitive, and we explain how they're calculated.
• Clear Fee Structure: All fees—transaction fees, wire fees, cancellation charges—are disclosed upfront in plain language before you commit.
• No Surprises: We proactively inform you of any costs that may arise (such as correspondent bank charges) and help you understand the total cost of your transaction.
• Best Execution: We strive to obtain the best available exchange rates for you, considering factors such as price, speed, and likelihood of execution.

You can find our detailed fee structure in our Master Services Agreement and we're always happy to explain your costs before you proceed.

We Communicate Clearly

Financial services can be complex, but our communication doesn't have to be.

• No Jargon: We explain foreign exchange concepts, products, and processes in plain, simple language that anyone can understand.
• Clear Documentation: Our terms and conditions, contracts, and confirmations are written to be clear and accessible, not buried in legal fine print.
• Accessible Information: Key facts about our services, fees, and your rights are easy to find on our website and in our communications.
• Proactive Updates: We keep you informed about your transactions, market developments, and any changes to our services or terms.
• Multiple Channels: Whether you prefer phone calls, emails, or online portals, we communicate through the channels that work best for you.

We Design Services That Work for You

• Suitable Products: We only recommend products that are appropriate for your business needs, risk tolerance, and level of understanding.
• Clear Warnings: We provide clear warnings about risks, especially for complex products like forward contracts and options.
• Support When You Need It: Our team is here to guide you through processes, answer questions, and provide support—not just to close sales.
• Vulnerable Customer Support: We recognize that some clients may face circumstances that make them vulnerable (financial distress, limited capability, health issues, life events). We provide additional support, flexibility, and safeguards. Learn more in our Vulnerable Customer Policy.

We Make It Easy to Raise Concerns

• Accessible Complaints Process: Our complaint handling procedure is clear, fair, and easy to use. We handle complaints promptly and empathetically.
• Fair Resolution: We investigate complaints thoroughly and impartially, and we offer fair redress when we've made mistakes.
• External Review: If you're not satisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service (UK) or ADR Chambers Banking Ombuds Office (Canada). Full details at www.unicorncurrencies.com/complaints.

We Continuously Improve

We regularly review our services, monitor outcomes, and listen to your feedback to ensure we're consistently delivering fair treatment and good outcomes. We monitor transaction outcomes, pricing fairness, and customer satisfaction; analyze complaints to identify and address systemic issues; train our staff to recognize and respond to your needs; and invest in technology and processes that improve your experience.

Our Regulatory Standards

Canada: Registered with FINTRAC as a Money Service Business (MSB) and Payment Service Provider (PSP) — Registration No: C100000159. Compliant with Canadian consumer protection and financial services regulations.

United Kingdom: Operating as a Program Manager in partnership with FCA-authorized Payment Service Providers. Aligned with FCA Consumer Duty principles and Treating Customers Fairly requirements. Registered with the UK Information Commissioner's Office (ICO) — Registration No: ZB534346.

Your Rights

As our client, you have the right to:

• Clear Information: Receive clear, accurate, and timely information about our services, fees, and your transactions
• Fair Treatment: Be treated fairly, honestly, and with respect at all times
• Suitable Products: Receive recommendations that are appropriate for your circumstances
• Support: Access support and guidance when you need it, including accommodations for vulnerability
• Privacy: Have your personal and business information protected in accordance with our Privacy Policy
• Complaints: Raise concerns and have them addressed fairly and promptly
• External Review: Escalate unresolved complaints to independent dispute resolution services

Key Questions