Customer Complaints Procedure

How to voice your concerns

We are dedicated to providing services of the very highest standards. However, if you feel that we have not lived up to your expectations in any way, we would like to know so we can put things right for you. To voice your concerns, please follow our 3-step procedure.

Step 1 - Let us know

Inform us of your complaint and how you think it could be resolved by:

  • Contacting your usual point of contact and lodging the complaint formally
  • Writing to us at Earthport, 140 Aldersgate Street, London, EC1A 4HY or Earthport Europe, 4th Floor, Strawinskylaan 4117, NL, 1077 ZX Amsterdam
  • Emailing us at compliance@earthport.com

We will do all we can to resolve your complaint within 15 business days. In exceptional circumstances or where complaints are particularly complicated, we shall send you an acknowledgement of your complaint within fifteen (15) business days of receipt with an explanation for the delay and a full response within thirty-five (35) business days. We will also let you know the name and contact details of the person or team dealing with your case.


Step 2 - Follow up

To follow up your complaint with us you can:

  • Ask the person you raised your complaint with to update you with our progress
  • Write to us at Earthport, 140 Aldersgate Street, London, EC1A 4HY or Earthport Europe, 4th Floor, Strawinskylaan 4117, NL, 1077 ZX Amsterdam
  • Email us at compliance@earthport.com


Step 3 - Dispute Resolution Services

We will endeavour to resolve your complaint straight away however, if we have not issued our 'final response' within 35 business days from the date you first raised your complaint, or if you are dissatisfied with our response, you can contact an independent Dispute Resolution Service relevant to the entity with which you have a relationship. Dispute Resolution Service Providers will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help.



Earthport Plc & EarthportFX

Financial Ombudsman Service
Exchange Tower
London, E14 9SR
0845 080 1800
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk