# Complaints

The Client may submit a complaint about Goldfortx, any payments, payment products, services or actions directly to Goldfortx by:
Phone
+ 44 113 868 3426
from 9am to 3pm Monday to Friday
E-mail
complaints@Goldfortx.com
Online
Goldfortx.com/contact-us
Mailing address
Level39, One Canada Square, Canary Wharf, London, E14 5AB.
For the most up to date contact details and forms visit Goldfortx.com
Any disputes between Goldfortx and the Client shall be solved immediately by means of negotiations after the dispute arises. If the dispute cannot be settled, a claim shall be sent to the other party in accordance with the Section Communication between Goldfortx and the Client. The claim shall specify the circumstances behind the claim and refer to the legal act or document on the basis of which the claim is submitted. If the document which provides the basis for the claim is not freely available to the other party, and the law does not provide otherwise, the party who submits the claims shall add the document or a copy of the document to the claim.
Goldfortx will acknowledge all complaints within 24 hours of it being raised (by email).
Goldfortx shall review the complaint and notify the Client within 15 business days of the possible resolution of the complaint. In general, written complaints from the Client will be given a written or electronic response, unless an oral response is made to a written complaint from the Client and there is reason to believe that the Client does not express consent to receive a written response.
If it is not possible to resolve the complaint in this timeframe, we will provide the customer with a date when to expect a response, with a reason why. In any case this will be no later than 35 business days from the date when the complaint was received.
For clients working with Goldfortx Global Limited:
Clients may choose to complain about Goldfortx, its products, services or actions to the Financial Services Ombudsman here by:
Phone
+44 300 123 9 123 or +44 800 023 4567 from 8am to 8pm (GMT) Monday to Friday, and from 9am to 1pm (GMT) on Saturdays.
E-mail
complaint.info@financial-ombudsman.org.uk
Online
help.financial-ombudsman.org.uk/help
Once the Client has received Goldfortx’s final response, the client has six months to approach the Financial Ombudsman Service and six years to make a complaint.
For clients working with Goldfortx Europe UAB, where services are provided by Currencycloud B.V.:
Client may choose to complain about Goldfortx, its products, services or actions to Kifid: Klachteninstituut Financiële Dienstverlening (The Netherlands) by:

Online or Post
Please follow procedure on www.kifid.nl/file-a-complaint/
Phone (for questions about how to complain)
+31 70 333 8 999 available on this number Monday-Friday from 9am to 5pm (CET)
Email (for questions about how to complain only)
consumenten@kifid.nl
Clients should submit their complaint to Kifid no later than one year after notifying their financial services provider of their complaint, or else within three months of their letter rejecting the complaint.

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