Compliance page
We care what you think
It goes without saying that at Frontyrion we want to provide an outstanding service when it
comes to moving money across borders for our clients. While we take great pride in doing
the best job for you, we understand that sometimes not everyone is happy.
But that’s ok too. We value your feedback, even complaints, because it gives us an
opportunity to do what we do better.
As an authorised electronic money institution, we have policy and procedures in place that
allow clients and prospective clients to complain about the services that have been provided
(or not provided) to them if they are dissatisfied.
What is a complaint?
You may have a complaint if you are unhappy with the provision (or failure of provision) of
our services, or those provided by one of our suppliers, which has resulted in (or may result
in) financial loss, material distress or material inconvenience.
You may have a complaint if you are unhappy with the provision (or failure of provision) of
our services, or those provided by one of our suppliers, which has resulted in (or may result
in) financial loss, material distress or material inconvenience. We take every complaint very seriously and will resolve most complaints within three
business days.
When making a complaint, please outline the following information:
The date of the complaint
The nature of your complaint
The impact on your business
Your contact details
Any additional information
What is a complaint?
There are three ways you can make a complaint:
Speak to a member of the Customer Operations team on the phone +31 (0)20 244 52 52
Email: info@frontyrion.com
Send your complaint to:
Frontyrion B.V.
Joop Geesinkweg 909
1114 AB Amsterdam
The Netherlands
Every complaint is dealt with by Frontyrion’s Customer Operations Team.
What happens when a complaint is made?
A member of the Customer Operations Team will confirm receipt of your complaint via email
within 24 hours of receiving it, and will aim to resolve the complaint within three business
days.
On occasion, a complaint may need to be escalated and so the Customer Operations Team
may extend the timeline to resolve the complaint by the end of 15 business days following
receipt of the complaint.
In exceptional circumstances, where we are unable to issue a final response within 15
business days of receipt of the complaint, we have up to a maximum 35 business days from
the date of receipt to issue a final response.
If a complaint needs to escalated or falls under exceptional circumstances, you will be
notified by the Customer Operations Team.
What if I am unhappy with the resolution?
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 https://www.kifid.nl/
Cooperation Currencycloud
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.
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[link to download excel page / link to page where excel page is
viewable: https://go.currencycloud.com/hubfs/Product/Compliance_and_Onboarding/Return_Prototype_Annual_Complaints.xlsx