We take every complaint seriously. If something hasn't gone the way it should, here's how to tell us — and what we'll do about it.
We acknowledge every complaint promptly, usually the same day.
We aim to resolve all complaints within 15 business days of receipt.
If we can't resolve it, we'll signpost you to the right external body.
A complaint is any expression of dissatisfaction — whether verbal or written — about SummitFX, our services, our staff, or a payment handled through our Banking Partners.
Common examples of complaints include:
If you're unsure whether your issue constitutes a formal complaint, just tell us — we'll treat it as one if it's appropriate to do so.
You can raise a complaint through any of the following channels. We handle complaints the same way regardless of how they're submitted.
Message our support team on WhatsApp. Start your message with "Complaint:" so we can route it correctly. Most issues raised this way are resolved in the same conversation.
Send your complaint to complaints@summitfx.com with "Complaint" in the subject line. Please include your full name, account details, and a description of the issue. We'll acknowledge receipt within 2 business days.
Call us on +44 (0) 20 3878 4760 during business hours (Monday–Friday, 08:00–18:00 UK time). We'll log your complaint and confirm in writing.
You can also write to us at: SummitFX Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
To help us investigate and resolve your complaint as quickly as possible, please include:
You don't need to have all of this to hand — we'll work with whatever you can provide and ask for more if we need it.
Once we receive your complaint, here's what happens:
| Timeframe | What we'll do |
|---|---|
| Within 2 business days | We'll acknowledge receipt of your complaint in writing (via WhatsApp, email, or letter, depending on how you contacted us). |
| During the investigation | We'll investigate thoroughly. This may involve reviewing transaction records, WhatsApp message history, communications logs, and speaking with our Banking Partners if the issue relates to a payment execution. We'll keep you updated if the investigation is taking longer than expected. |
| Within 15 business days | We'll provide a final response — either resolving the complaint, offering a remedy, or explaining why we are unable to uphold it. If we need more than 15 business days in exceptional circumstances, we'll notify you and explain why. |
| Maximum 35 business days | In complex cases involving Banking Partners, the maximum time we'll take to provide a final response is 35 business days from receipt of your complaint. We'll always tell you if this applies to your case. |
Complaints involving our Banking Partners: Where your complaint relates specifically to the execution of a payment by one of our Banking Partners (Sciopay, Equals Money, Ebury, TransferMate, GC Partners, Corpay, or IbanFirst), the relevant Banking Partner's own complaints process may also apply. We'll let you know if this is the case and, where appropriate, help you direct or escalate your complaint to them directly. Full details of each partner's complaints policy can be found on our Partners page.
If you've received our final response and you're still not satisfied, or if 35 business days have passed without a final response, you may be able to refer your complaint to an independent body.
Depending on the nature of your complaint and the Banking Partner involved in the transaction, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service that helps resolve disputes between financial businesses and their customers.
You must normally refer a complaint to the FOS within 6 months of receiving our final response letter. The FOS will confirm whether your complaint falls within their jurisdiction once you contact them.
If your complaint does not fall within the FOS remit, we are committed to working with you to find a fair resolution. Please contact us and we'll identify the most appropriate escalation route for your specific situation.
We treat every complaint as an opportunity to improve. Whatever the outcome, every complaint we receive is logged, reviewed by a senior team member, and used to identify any systemic issues with our service or processes.
We will always:
If we find that we made a mistake, we'll apologise and do our best to put things right — whether that means correcting a transaction, adjusting a fee, or crediting your account.
The fastest way to get it resolved is to message us directly. We'll acknowledge within 2 business days and aim to have it sorted in 15.