Complaints Handling:

NewbridgeFX are committed to delivering a professional foreign exchange service, focusing on providing a great client experience. Our complaints handling policy is highlighted below should you have an issue that you would like us to investigate and resolve.

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:

• Speak with your dedicated account manager at NewbridgeFX – your account manager will be able to investigate your issue thoroughly and either resolve the issue or escalate to senior management.
• Senior management at NewbridgeFX will do all they can to liaise with the relevant parties and resolve the issue to your satisfaction.
• Should the issue not be resolved to your satisfaction, then please submit your formal complaint to:

complaints@newbridgefx.com
+44 (0) 207 871 7800 

We will contact you within one business day to acknowledge the complaint and to make you aware of next steps.  We aim to resolve all complaints within 15 business days following receipt of the complaint, however in exceptional circumstances we have up to a maximum of 35 days to issue our final response.

Please note, we work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, 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