We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

If you feel we have not met your expectations and would like to make a complaint, please get in touch and we will investigate your concerns. Complaints can be made by any reasonable means, this may be via letter, email, telephone or in-person, if you would like to get in touch please contact us on:

• Phone: +44 (0)203 7454 745
• Email: operations@ willufx.co.uk
• Address: Grassways, 21 Broadwater Close, Burwood Park, Surrey, KT12 5DD

Our opening hours are 8:30am to 5.30pm (closed weekends and bank holidays)

We will acknowledge your complaint within 24 hours or one business day of receipt via email and will aim to resolve your complaint within 3 business days. If we are unable to do this in this time frame, we will endeavour to resolve the complaint at the earliest possible opportunity , usually within 15 business days of receipt of the complaint. In exceptional circumstances, where we are unable to issue a final ,response within 15 business days of receipt, we have up to 35 business days from the date of receipt to issue a final response.

If you remain dissatisfied and you are a resident in the UK, you may be able to refer the complaint to the Financial Ombudsman Service. Eligible complainants can contact the Financial Ombudsman Service (FOS) by mail on complaint.info@financial-ombudsman.org.uk, by telephone on 0800 0234567, or by submitting an online form on their website www.financial-ombudsman.org.uk. Further details and hot to contact FOS can be found here.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and Equals Connect Limited. 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 Equals Connect Limited can be found here.