How to make a complaint
While we always endeavour to provide you with the highest level of customer service, we understand that there may be a rare occasion where you have reason to make a complaint.
Should you be unhappy with our service, we would like to hear about it so that we have the opportunity to try to resolve the issue.
Our Contact Details
In the first instance, please contact us via:
Quid NZ Limited
c/ – Complaints Team
Quid NZ Limited, Level 1 Findex House,
57 Willis Street, Wellington Central,
Wellington, 6011, New Zealand
To assist our review, please provide us with your full name, account number, the reason for your concern and as much relevant information as possible.
Once the complaint is received, we will send an acknowledgment of the receipt of the complaint within 1 business day.
Although we strive to investigate and resolve complaints as quickly as possible, we may not always be able to do this immediately. If we are unable to resolve your complaint within 10 business days from the day it is received, we will write to you to update you on the progress of your complaint and, where possible, advise you on the expected resolution date. We will also send you a full and final response as soon as we complete our investigation.
If your complaint cannot be resolved with 10 business days from the day it is received, an additional time of 35 days from the date of initial receipt will be given to further investigate and resolve your complaint.
In the unlikely event that we cannot finalise the investigation after 35 days, we will contact you and advise you of the possible next steps (these are listed below).
Financial Dispute Resolution Service
We are committed to ensuring all complaints are fairly addressed. However, if you are still unhappy with the outcome of our final response, or if 35 days have passed and we have been unable to respond, you have the following options:
- If you prefer, or if you feel you have additional information to support your complaint, let us know as we would welcome the opportunity to help resolve the matter in full.
- Alternatively, you may choose to refer your complaint to the Financial Dispute Resolution Service for an impartial review and would need to do so within three months of our final response or within two years from when the complaint was first raised with us:
Financial Dispute Resolution Service
Level 4, 142 Lambton Quay
Wellington Central, Wellington 6011, New Zealand
PO Box 2272
Wellington 6140, New Zealand
Freephone: 0508 337 337
International Calls: +64 4 910 9952, if you are calling from outside New Zealand
The External Dispute Resolution Scheme is a statutory requirement for us to have, and is a free service established to provide you with an independent mechanism to resolve specific complaints.
Customers that are based in the UK or EU and hold an account with Currency Cloud have an additional option to lodge a complaint as follows:
For UK-based customers, that hold a Currency Cloud account and are dissatisfied with our initial resolution of their complaint they can refer their matter to the Financial Ombudsman Service (FOS).
Complaints must be submitted to the FOS within six months of receiving our final response to your complaint
For more information regarding the FOS procedures please visit the link below.
Phone: 0800 023 4567 – available Monday-Friday between 08:00 to 17:00
For EU-based customers, that hold a Currency Cloud account and are dissatisfied with our initial resolution of their complaint they can refer their matter to Kifid, who is the Dutch Institute for Financial Disputes.
Complaints must be submitted to Kifid no later than one year after notifying us of your Complaint, or else within three months of our letter rejecting your complaint.
For more information regarding Kifid’s procedures, please visit the link below.
Phone: +31 70 333 8 999 – Available on this number Monday-Friday from 09:00h to 17:00h (CET)
2509 AG Den Haag