How to complain
Alpine FX is your first point of contact for questions, concerns and complaints about the service you have received. To make a formal complaint, please email james@alpinefx.co.uk. You can also call 020 7118 6100.
Please provide the date and nature of the complaint, the effect it has had, your contact details and any information that may help us investigate it.
What happens next
We will acknowledge your complaint within one business day and aim to resolve it within three business days.
Some complaints require further investigation. If that happens, we will keep you informed. Complaints concerning regulated payment or electronic money services may take up to 15 business days to resolve. In exceptional circumstances, a final response may take up to 35 business days from receipt of the complaint.
Currencycloud's role
Alpine FX works with Currencycloud, which provides the regulated payment and electronic money services behind your account. We keep Currencycloud informed of complaints concerning those services so that they can oversee the handling of the complaint.
If your complaint about a regulated payment or electronic money service has not been acknowledged or dealt with, or you are concerned about how it has been handled, you can review Currencycloud's complaints procedure or email complaints@currencycloud.com.
If you remain unhappy
If you are eligible and remain unhappy after receiving the final response, or the applicable response period has passed, you may be able to refer the matter to the relevant independent complaints body.
UK complainants can find guidance from the Financial Ombudsman Service. EEA complainants can find English language guidance from Kifid. Eligibility and time limits apply.