Complaints

Complaints

At SGFX, we place our clients at the centre of everything we do. Your satisfaction is essential to our success, and we are committed to delivering service of the highest standard. While we strive for excellence, we understand that issues can sometimes arise. When they do, you can be assured that we will treat your concerns with seriousness, urgency, and transparency.

Your feedback is invaluable. It helps us strengthen our service and ensures we continue to meet the level of professionalism you expect. Our dedicated team is here to manage any concerns with diligence and care, and we pledge to handle all complaints promptly, fairly, and professionally.

How to Make a Complaint

We are your first point of contact for all queries, concerns, and complaints. These will be handled in accordance with our internal complaints process.

  • Email for Official Complaints: complaints@sgfx.uk

All complaints will receive an acknowledgment within one full business day (Mon–Fri).

We work with regulated e-money and payment partners—’GC Partners and Sciopay—who provide the underlying currency conversion, payment, and e-money services in the UK, EU, US, and Middle East. As regulated financial institutions, they also maintain their own complaints procedures.

We keep these partners informed of any complaints related to the regulated services they provide, and they oversee our handling of such complaints to ensure compliance with regulatory standards.

If your complaint concerns regulated payment or e-money services and you feel it has not been acknowledged or handled appropriately, you may also refer to their complaints information:

  • GC Partners: via their published complaints process
  • Sciopay : via their published complaints process
  • Ebury : via their published complaints process

What Happens When a Complaint Is Made?

  • You will receive an email acknowledgment within one business day.
  • We aim to resolve complaints within three business days.

If further investigation is required, we may extend the timeframe. In this case, our team will notify you and provide updates.

  • For complex cases, we may extend the resolution period to up to 15 business days.
  • In exceptional circumstances, we may take up to 35 business days to issue a final response.

You will be informed of any extensions within the initial 15 business days.

What If I Am Unhappy With the Outcome?

If you remain dissatisfied with the final response, you may escalate your complaint to the appropriate external dispute resolution body:

For UK Residents

You may contact the Financial Ombudsman Service (FOS) by mail, online form, or telephone.
Details on how to contact FOS can be found on their official information page.

For EU Residents

You may contact the Netherlands Financial Services Complaints Institute (Kifid) by mail, online form, or telephone.
Further details are available via their official information page.