Complaints
Contact Us - Where to Make a Complaint
We sincerely work hard to ensure our clients have no need to complain, but if we do fall short of our clients expectations rest assured that we learn, take action to rectify and train our teams to improve the service satisfaction of our clients.
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.
You may contact us using the following methods:
E-Mail: complaints@dbexpay.co.uk
Office Address: 422 Richards St., Suite 170 Vancouver BC V6B 2Z4Canada
Office Hours: Monday to Friday between 09.00am and 16.00pm (GMT+1)
What Can You Expect from Us Regarding Your Complaint
We take all communication from our clients seriously and where a client is unhappy, we are keen to learn from what happened and ensure it does not happen again.
1. When you make a complaint, we will acknowledge receipt of your complaint within 1 business day. We will provide you with a timeframe for a response to your complaint.
2. We aim to resolve all complaints within 15 days of the complaint being made. There may be some instances where we need more time, we will always let you know if this is the case.
How to Make a Complaint
Please ensure you give us as much information as you can about your complaint issue, so we can handle your complaint quickly and effectively
- Date of issue occurring
- Who you have spoken to (if anyone)
- Email you have sent or received
- Details of Beneficiaries (If payment related)
- Your Contact Details (Telephone and Email)
Who Else Can I Make a Complaint To?
We work with e-money and payments institution partners in providing you with our services, namely –
iBanFirst, Equals Money, GC Partners, Airwallex, Currencycloud and Wise.
iBanFirst provides you with SPECIFIC REGULATED SERVICES, i.e. geographically or functionally limited elements of regulated Payments and E-money services in UK/EU/US.
Equals Money provides you with SPECIFIC REGULATED SERVICES, i.e. geographically or functionally limited elements of regulated Payments and E-money services in UK/EU/US.
GC Partners provides you with SPECIFIC REGULATED SERVICES, i.e. geographically or functionally limited elements of regulated Payments and E-money services in UK/EU/US.
Airwallex provides you with SPECIFIC REGULATED SERVICES, i.e. geographically or functionally limited elements of regulated Payments and E-money services in UK/EU/US.
Currencycloud provides you with SPECIFIC REGULATED SERVICES, i.e. geographically or functionally limited elements of regulated Payments and E-money services in UK/EU/US.
Wise provides you with SPECIFIC REGULATED SERVICES, i.e. geographically or functionally limited elements of regulated Payments and E-money services in UK/EU/US.
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; iBanFirst’s complaints information can be found here- https://ibanfirst.com/complaints
Currencycloud’s complaints information can be found here- https://www.currencycloud.com/legal/complaints-procedure/
Wise’s complaints information can be found here-https://wise.com/help/articles/2235393/how-do-i-make-a-complaint
Equal Money’s complaints information can be found here-https://equalsmoney.com/complaints
If you are not satisfied with the Complaints Handling or are dissatisfied with the final response you have received, you can write to The Financial Ombudsman Service (FOS) at:
The Financial Ombudsman Service (FOS), Exchange Tower London E14 9SR
The FOS has been established as the official independent expert in settling complaints between consumers and businesses providing financial services. You can obtain a copy of the FOS explanatory leaflet by contacting FOS directly at the above given address.
You must refer your complaint to the FOS within 6 months of the date of the final response. You need to provide full details of your complaint and any responses you have received so far.