Legal
Complaints.
We take complaints seriously and aim to resolve them quickly.
Two kinds of complaint
Complaints about TimeFX
If you are unhappy with any aspect of the service provided by TIMEFX LTD — including the conduct of our customer support team — please email hello@timefx.co.uk or call +44 20 8987 8083. We will acknowledge your complaint promptly and aim to provide a substantive response as quickly as possible.
Complaints about regulated services
Regulated payment, e-money and FX services are provided by Ebury Partners UK Ltd. Complaints relating to those services should be raised with Ebury Partners UK Ltd directly under their published complaints procedure. If you tell us, we will help facilitate the right point of contact.
What to expect
How raising a complaint works
- 1
1. Tell us
Email or call us with what happened and what you would like to see resolved.
- 2
2. We acknowledge
We confirm we have received your complaint and let you know who is handling it.
- 3
3. We investigate
We look into what happened and aim to respond substantively as quickly as possible.
- 4
4. Escalate if needed
If it relates to regulated services, you may be able to refer it to the Financial Ombudsman Service.
Escalation
Financial Ombudsman Service
If your complaint relates to regulated services and you are not satisfied with the final response from the regulated provider, you may be entitled to refer it to the Financial Ombudsman Service. Details are at financial-ombudsman.org.uk.
Ready to raise a complaint?
Email hello@timefx.co.uk or call +44 20 8987 8083.
Last reviewed: 2025-01-15.