Complaints Handling

We aim to resolve all customer concerns as fairly and efficiently as possible. Below is an overview of our internal complaints process and your rights if you're not satisfied with the outcome.

1. How to Submit a Complaint

To help us assist you promptly, please submit your complaint through one of the following channels:

  • Email: hello@vertexfinancialpartners.com

  • Phone: +351 915287177

Please ensure your complaint includes:

  • Your full name and contact information

  • Your account or reference number (if applicable)

  • A clear description of your concern or what went wrong

  • Any relevant documents or evidence.

2. Internal Complaints Handling Timeline

We treat all complaints seriously and have established the following timeline:

  • Acknowledgement: We will acknowledge receipt of your complaint within 2 business days

  • Initial Response & Resolution: We strive to resolve straightforward complaints within 5 business days.

  • Formal Process: If your complaint requires further investigation or coordination across teams, we may escalate it to a formal complaints process. In such cases, we will aim to provide a final response within a maximum of 8 weeks, in line with established best practices Financial Ombudsman.

If resolving your complaint will take longer than expected, we’ll keep you informed and communicate any revised timeframe.

3. After Our Final Response

If after our final response you believe we have not resolved your complaint satisfactorily, you may have the right to refer your case externally.

4. Escalation to the Financial Ombudsman Service (FOS)

Should you remain dissatisfied with our resolution, you can refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that offers a free, impartial service to help resolve customer disputes.

How to contact the FOS:

  • Phone (from the UK): 0800 023 4567 (free) or 0300 123 9123 (standard rate)

  • Phone (from abroad): +44 20 7964 0500

  • Email: complaint.info@financial-ombudsman.org.uk

  • Post:
    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
    United Kingdom

Opening Hours:

  • Monday–Friday: 08:00 am to 08:00 pm

  • Saturday: 09:00 am to 01:00 pm

In addition to being free of charge, the FOS offers an independent and impartial review of your case if you’re not satisfied with our resolution.

You generally have up to 6 months from the date of our final response to refer your complaint to the FOS. Please check your local FOS rules for precise timelines.


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."

Please link 'here' to the following website: https://www.currencycloud.com/legal/complaints-procedure/