Treating Customers Fairly (TCF)
Last Updated: December 1, 2025
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 (www.unicorncurrencies.com/terms) 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
Our products and services are designed with your needs, capabilities, and circumstances in mind:
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 to ensure fair treatment. Learn more in our Vulnerable Customer Policy: www.unicorncurrencies.com/vulnerable-customer-policy.
We Make It Easy to Raise Concerns
If something goes wrong, we want to hear about it and put it right.
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 are available 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
Invest in technology and processes that improve your experience
Our Regulatory Standards
Unicorn Currencies operates under rigorous regulatory frameworks designed to protect you:
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: www.unicorncurrencies.com/privacy
Complaints: Raise concerns and have them addressed fairly and promptly
External Review: Escalate unresolved complaints to independent dispute resolution services
Speaking to Us
If you have questions about how we treat customers, concerns about our services, or suggestions for improvement, we want to hear from you.
Customer Service:
Email: support@unicorncurrencies.com
UK Phone: +44 (20) 8064-0818
Canada Phone: +1 (548) 488-0818
Complaints:
Email: compliance@unicorncurrencies.com
See full complaint handling procedure: www.unicorncurrencies.com/complaints
Feedback:
We welcome your feedback on how we can serve you better. Your input helps us continuously improve.
Related Resources
Master Services Agreement: www.unicorncurrencies.com/terms
Safeguarding Policy: www.unicorncurrencies.com/safeguarding
Vulnerable Customer Policy: www.unicorncurrencies.com/vulnerable-customer-policy
Privacy Policy: www.unicorncurrencies.com/privacy
Complaint Handling Procedure: www.unicorncurrencies.com/complaints
Fair treatment isn't just what we promise—it's what we deliver, every day, for every client.
© 2025 Unicorn Currencies. All rights reserved.