Please see below further information about your complaint and our complaints procedures:

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. Please complete the above form, or email us at complaints@dunbridgefinancial.com, or call us at +1-866-862-3336. We will respond withing 24 hours of any complaint and start our investigation. In certain instances, a complaint may need to be escalated and we therefore may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint. In exceptional circumstances, where we're unable to provide a resolution within the 15 business day period, we have up to 35 business days from the date of receipt to provide a final response. If your complaint falls under exceptional circumstances, or needs to be escalated, a member of our team will notify you.

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.

What If I Am Unhappy With The Resolution?
If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body. If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here. If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.