Objective
Universal Partners FX Ltd (“Universal Partners”, “we”) is committed to providing excellent customer service and ensuring that any complaints received are handled promptly, fairly, and transparently. The objective of this policy is to outline the process for handling complaints in accordance with the Financial Conduct Authority (FCA) guidelines and regulations.

Definition of a Complaint
A complaint is defined as “any expression of dissatisfaction, whether oral or written, received from a client or potential client regarding our company’s services or the conduct of our employees or representatives.”

Universal Partners adheres to the following principles when handling complaints:

Accessibility
We ensure that our clients have easy access to our complaint handling process and understand how to submit a complaint.

Fairness
We treat all complainants fairly and impartially, regardless of their status or relationship with our company.

Efficiency
We aim to resolve complaints promptly, within reasonable timeframes.

Transparency
We provide clear and understandable information about our complaint handling process to complainants.

Accountability
We maintain records of all complaints and review them regularly to identify areas for improvement.

Continuous Improvement
We use complaint data to improve our services, systems, and procedures to prevent future complaints.

1/ Complaint Submission
A complaint can be submitted through various channels:
– Phone: +44 (0) 207 190 9559
– Email: complaints@universalpartners.com
– Letter or in person: Universal Partners FX Ltd, Sierra Quebec Bravo, 77 Marsh Wall, Canary Wharf, London, E14 9SH
Complaints should be addressed to the Compliance Department. We encourage complainants to provide all relevant details, including their account information and the nature of the complaint.

2/ Complaint Acknowledgment
Upon receiving a complaint, we will acknowledge it promptly, typically within 5 business days.
The acknowledgment will provide information about the expected timeline for resolution.

3/ Complaint Investigation
Our dedicated Compliance Team will investigate the complaint impartially.
The Complaints Team member will review all relevant information and may request additional details from the complainant, if necessary.
We aim to resolve complaints by the end of 15 business days after receiving it. If the resolution takes longer, we will provide regular updates to the complainant, explaining the reasons for the delay and the expected timeframe for resolution.

4/ Complaint Resolution
Once the investigation is complete, we will communicate the outcome to the complainant in writing as our final response no later than 8 weeks after the receipt of the complaint.
If the complaint is upheld, we will contact you and discuss a resolution and may offer appropriate redress or compensation, as applicable.
If the complaint is not upheld, we will provide a clear explanation of our decision and the reasons behind it.

5/ Complaint Resolution
If the eligible complainant (Private individuals i.e. consumers, Micro-enterprises, or small charities and trusts) is dissatisfied with the outcome or resolution, they have the right to escalate the complaint.If more than 8 weeks for services provided by our company after the date of your complaint was received has passed and you have not received a final response, or you are dissatisfied with the outcome of the final response you have the right to complain to the Financial Ombudsman Service (“FOS”). The FOS can be reached at: Exchange Tower, London, E14 9SR. Further information can be found on financial-ombudsman.org.ukIn certain circumstances you may also be able to submit your complaint to the Financial Conduct Authority (“FCA”). Please contact the FCA on 0800 111 6768. Further details can be found on http://www.fca.org.ukWe cooperate fully with any external dispute resolution services and regulatory bodies involved in the complaint resolution process.

Training and Staff Awareness
All employees and representatives involved in the complaint handling process receive appropriate training on the company’s complaint handling policy and procedure. We ensure that staff members are aware of their responsibilities, including treating complainants fairly, maintaining confidentiality, and handling complaints promptly and professionally

Documentation and Reporting
We maintain a central register of all complaints received, including details of the complaint, actions taken, and resolutions. Regular reports on complaints are prepared and shared with senior management to monitor trends, identify areas for improvement, and ensure compliance with FCA regulations.

Review and Improvement
We will review our complaint handling policy and procedure periodically, considering feedback from complainants, changes in regulations, and internal audits. Any necessary improvements to the policy or procedure will be implemented promptly and communicated to relevant staff members.

In certain cases, Universal Partners provides services in partnership with regulated third parties, including The Currencycloud Ltd and Ebury Partners UK Ltd.

Where this applies, Universal Partners remains your primary point of contact and will manage your complaint in line with our internal complaints handling procedures.

However, these partners provide the underlying regulated payment and/or e-money services and are subject to their own regulatory obligations, including oversight of complaints relating to those services.

Where a complaint relates to services provided by one of these partners, we may share relevant information with them to support investigation and resolution, and they may review how the complaint has been handled to ensure it meets applicable regulatory standards.

If you are not satisfied with the outcome of your complaint, or if it has not been resolved within the applicable timeframe, you may have the right to escalate your complaint to an external dispute resolution body such as the below:

Financial Ombudsman Service: (Telephone – +44 800 023 4567 or +44 300 123 9123 / Website – www.financial-ombudsman.org.uk).

KIFID: (Email – consumenten@kifid.nl / Telephone – 070 – 333 8 999 / Website https://www.kifid.nl/)

Further information on complaints handling relating to services provided by our partners can be found at:
Currencycloud: https://www.currencycloud.com/legal/complaints-procedure/
Ebury: https://ebury.com/en-gb/compliance-legal/legal/complaints-policy