You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by our payment provider, 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.
Please send your complaint in writing using one of the following:
Email: complaints@piifx.com
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.
A member of our Customer Support 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 Support 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 Support Team.
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.
For clients based in the European Economic Area, payment services for Payments International Inc. are provided by CurrencyCloud B.V..Registered in the Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296 - 298, Mindspace Nieuwezijds Office 001 Amsterdam.CurrencyCloud B.V. is authorised by the DNB under the Wet op het financieel toezicht to carry out the business of an electronic-money institution (RelationNumber: R142701).
For clients based in the United States, payment services for Payments InternationalInc. are provided by The Currency Cloud Inc. which operates in partnership with Community Federal Savings Bank (CFSB) to facilitate payments in all 50 states in the US. CFSB is registered with the Federal Deposit Insurance Corporation(FDIC Certificate# 57129). The Currency Cloud Inc is registered with FinCEN and authorised in 39 states to transmit money (MSB Registration Number:31000206794359). Registered Office: 104 5th Avenue, 20th Floor, New York , NY10011.
For clients based in the United Kingdom and rest of the world, payment services for Payments International Inc. are provided by The Currency Cloud Limited. .Registered in England and Wales No. 06323311. Registered Office: StewardshipBuilding 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic MoneyRegulations 2011 for the issuing of electronic money (FRN: 900199)
