Complaints

Complaints Handling Policy

Vita Capital Limited

  1. Purpose

The purpose of this Complaints Handling Policy is to ensure that all customer complaints are dealt with promptly, fairly, and transparently. This policy reflects Vita Capital Limited’s commitment to delivering high-quality foreign exchange services, maintaining trust, and meeting applicable regulatory requirements.

  1. Scope

This policy applies to all employees, contractors, and representatives of Vita Capital Limited who deal with customers, counterparties, or partners in the provision of foreign exchange and payment services.

  1. Definition of a Complaint

A complaint is any expression of dissatisfaction made by a customer, whether oral or written, and whether justified or not, regarding:

  • Execution of currency exchange or international transfers
  • Fees, charges, or exchange rates applied
  • Delays or errors in processing transactions
  • Conduct, attitude, or performance of staff
  • Breaches of regulatory or contractual obligations
  1. Complaints Principles

 Vita Capital Limited will:

  1. Be Accessible – Customers may lodge complaints by phone, email, in writing, or in person.
  2. Acknowledge Promptly – All complaints will be acknowledged within 24 hours.
  3. Investigate Thoroughly – Each complaint will be assessed fairly, based on evidence and without bias.
  4. Resolve Timely – Complaints will be resolved within 15 business days, unless exceptional circumstances apply.
  5. Communicate Clearly – Customers will be kept informed of progress and outcomes.
  6. Escalate Where Needed – Customers may escalate unresolved complaints internally and externally to regulators or ombudsman services.
  7. Learn and Improve – Complaints data will be analysed regularly to prevent recurrence.
  1. Complaints Procedure

Step 1: Lodging a Complaint

Customers may lodge complaints via:

  • Email: Compliance@vita-capital.com
  • Phone: +44 20 7123 6607
  • Post: 68 Upper Thames St, London, EC4V 3BJ
  • In Person: At any of our branch offices

Step 2: Acknowledgment

  • Complaints will be acknowledged within 24 hours. 
  • A reference number will be provided to the customer.

Step 3: Investigation

  • Complaints are reviewed by the Compliance and Customer Care Team.
  • Staff directly involved in the complaint will not handle the investigation.
  • Supporting documents (transaction records, communications, etc.) will be reviewed.

Step 4: Resolution

  • A written response will be provided within 15 business days.
  • If more time is needed, the customer will be notified and provided with a revised timeframe (not exceeding 35 business days).

Step 5: Escalation

If the customer is unsatisfied with the outcome, they may escalate:

  1. Internal Escalation – Request review by the Head of Compliance.
  2. External Escalation – Refer the complaint to the relevant Financial Ombudsman Service or Regulatory Authority (details provided in the final response).
  3. Contact the Financial Ombudsman Service here:  visit their website (financial-ombudsman.org.uk), call their helpline at 0800 023 4567 (Mon-Fri, 8am-5pm), email complaint.info@financial-ombudsman.org.uk, or write to their London address; Financial Ombudsman Service, Exchange Tower, London E14 9SR.
  1. Record-Keeping
  • All complaints will be logged in the Complaints Register.
  • Records will include the nature of the complaint, actions taken, communications, and final outcome.
  • Records will be retained for 7 years in compliance with regulatory requirements.
  1. Roles & Responsibilities
  • Customer Service Staff: First point of contact, responsible for logging complaints.
  • Complaints Officer / Compliance Team: Investigate, respond, and maintain the Complaints Register.
  • Head of Compliance: Final internal escalation point, ensures compliance with regulations.
  • Senior Management: Review complaint trends and approve systemic improvements.
  1. Monitoring & Review
  • Complaints will be reviewed quarterly to identify trends and risks.
  • Policy effectiveness will be reviewed annually.
  • Continuous training will be provided to staff on complaint handling and customer protection.
  1. Customer Rights

Customers have the right to:

  • Receive a fair and impartial investigation
  • Be informed of the progress of their complaint
  • Escalate to an independent dispute resolution body if unsatisfied
  • Have their complaint handled confidentially

10: Currency Cloud

  • 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. [Provide key complaints information such as Client’s own contact email address and phone number, plus response times] 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.
  • Policy Review & Approval

This policy is reviewed annually by the Compliance Department and approved by the Board of Directors.