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 can contact us by completing the below form or by emailing hello@alpinefx.co.uk. We commit to acknowledging, investigating, and resolving complaints in a timely manner whilst remaining diligent and impartial. You will receive an acknowledgement within 24 hours and a full response depending on the complexity of the complaint within 10 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
If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body. If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.
If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.
