Customer Complaint Procedure
Effective Date: May 2025 (Version 1.0)
VFX Global Payments Inc. (“VFX”) strives to provide FX and payment services to its clients. However, sometimes things can go wrong. To assist in resolving any issues in the event of a dispute, we have outlined some simple steps for you to follow.
The first step is to talk to a member of the VFX team. They will do their best to help you resolve the issue. You can do this via email, telephone, or in person at our offices.
The best person to talk to is the person who handled your transaction in the first place. They will be in the best position to put things right. If they are not available or you would prefer to deal with someone else, ask to speak to their manager.
Step 1: Reporting Your Complaint
If you are unhappy with the way things have been handled and wish to make a complaint, you need to let us know. This can be done by telephone, by sending an email, or in writing. Please summarise the details, explain what you believe went wrong, and what, in your opinion, would make matters right.
Our contact details are:
Email: Either through your day-to-day contact or at complaints@vfxfinancial.ca
Telephone: Either through your day-to-day contact or by calling +1 416 863 9341 (from outside Canada: +1 416 863 9341)
Post: VFX Global Payments Inc., 140 Yonge Street, Toronto, Ontario, M5C 1X6, Canada.
Once we receive your complaint, we will endeavour to respond to and resolve it straight away—usually within 48 hours. However, we may need to carry out further internal investigations. If this is required, we will send you a Notice of Investigation Letter within seven (7) business days of receiving your complaint.
The Notice of Investigation Letter will include:
an explanation of why a different person is responding (if it is not the person you addressed your complaint to);
the name and job title of the individual handling your complaint;
a timescale for when we will correspond further (no more than seven (7) business days from receipt of your complaint); and
a copy of our complaint-handling procedures.
In the unlikely event that our investigations require longer than seven (7) business days to complete, we will write to you to explain why we are not yet in a position to respond to your complaint and indicate when we expect to provide you with a full response. A final response must be provided within eight (8) weeks of you lodging your complaint with us.
Step 2: Contact VFX Financial Head Office
If you are not satisfied with our response to your complaint, or if eight (8) weeks have passed since you first lodged your complaint with VFX in Canada, you can refer your complaint to the Managing Director at VFX Financial PLC, Head Office in the United Kingdom. If you want VFX Head Office to investigate your complaint, you must contact them within three (3) months of the date of any final response issued by VFX Global Payments Inc. in Canada.
VFX Financial PLC Head Office may be contacted at:
Email: complaints@vfxplc.com
Telephone: +44 207 959 6900
Post: VFX Financial PLC, Dukes House, 32–38 Dukes Place, London EC3A 7LP, United Kingdom.
