City Forex has been part of the Equals Group since 2018, and will soon be called Equals Money. Find out more
Security of your funds, and indeed our own, is our priority and lies at the heart of any transaction.
We operate segregated client accounts with Royal Bank of Scotland plc and Barclays Bank plc that ring-fence and protect your funds. Also be assured that our company is debt free and has a strong balance sheet.
We make same-day payments. When we receive your funds we process outward payments on the same day and where possible ensure that funds are in the beneficiary account on the same day. No payment can be made without dual or, for larger amounts, triple authorisation.
We do not speculate in currency markets nor do we deal with clients that wish to speculate. In other words we do not take any proprietary risk and thus never lose money on a transaction.
We are regulated by the FCA as an Authorised Payments Institution (524412) and by HMRC as a Money Services Business (Registration 12191402).
If you want more information on these matters please feel free to call us – we are happy to discuss this with you.
We endeavour at all times to deliver a professional, caring and courteous service to all our customers - your business is important to us and we aim to resolve any matters quickly and to our mutual satisfaction.
If you are dissatisfied with any aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manager who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.
We want to deal with your concerns fairly, effectively and promptly. However, some complaints are more complex than others and may take some time to investigate. We will acknowledge your complaint promptly after receiving it and will keep you informed throughout any investigation.
In order to expedite its resolution, it’s important that we understand your complaint fully. Sometimes this means we may ask you to address your concerns to us in writing (by email or post to the addresses below).
When a complaint is escalated, we have established internal procedures for investigating any complaint. An experienced member of staff will deal with your complaint - where appropriate, this will be someone who was not directly involved in the matter which is the subject of your complaint. The member of staff will either have authority to settle your complaint or will have ready access to someone who has the authority. Our final response will fully address the subject matter of your complaint and, if appropriate, will offer redress. If you phone us during our investigation and the member of staff handling your complaint is not available, then another member of our team will try to assist you. If we reject your complaint we will explain why it has been rejected and what options remain available to you.
Specific guidance on complaints for International Payments is available to registered customers of this service – this is available once customers log in to our secure site and includes alternative methods of escalating complaints.
Financial Ombudsman Service
We will always seek to resolve your complaint but if you are still dissatisfied following our final response to any complaint about your money transfer, you have a right to refer your complaint to the Financial Ombudsman Service.
You can write to the Financial Ombudsman Service at:
Exchange Tower, London, E14 9SR.
You can contact City Forex Limited via the following
Telephone: +44 (0) 207 6210090
In writing: Director of Operations, City Forex Limited, 150-152 Fenchurch Street, London, EC3M 6BB