We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process, and we will acknowledge any complaint within 1 business day.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and iBanFirst. Currencycloud ultimately provides you with regulated payment and/or e-money services in the UK, EEA, and US, as applicable. iBanFirst provides hedging solutions and related payment services. These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.

However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud's complaints information can be found here, and iBanFirst's complaints information can be found here.

Complaint Settling Authority Details:

Kifid: EEA end-clients may contact Kifid if VX Partners is unable to resolve the complaint. Email: consumenten@kifid.nl | Telephone: 070 - 333 8 999 | Website: www.kifid.nl

Financial Ombudsman Service: UK end-clients may contact the Financial Ombudsman Service if VX Partners is unable to resolve the complaint. Telephone: +44 800 023 4567 or +44 300 123 9123 | Website: www.financial-ombudsman.org.uk