At CrossVerge Solutions, our commitment is to deliver a superior level of service to our clients

However, we recognize that there may be instances where clients wish to provide feedback, especially when dissatisfied, to assist us in enhancing our services. 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. If you have a complaint or are unhappy with our services and would like to share your experience with CrossVerge Solutions Ltd, kindly submit your complaint in writing to:
info@crossvergesolutions.com
Please include the following details:

• Date of Complaint
• Reason for Complaint
• Impact on You or Your Business
• Additional Information
• Contact Details

Upon receiving your email, we will acknowledge receipt of your complaint within 24 hours and aim to address it within 3 working days. If further escalation is necessary, we will strive to resolve the matter within 15 working days. In exceptional circumstances, you will be notified if resolution will take a maximum of 35 working days.

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.

For those seeking to escalate their complaint further, the option to contact and lodge a complaint with the Financial Ombudsman Service in the UK is available atwww.financial-ombudsman.org.uk/make-complaint