FAQ

There are no additional payments charges when using your GlobeFX account.

There are no annual or maintainence costs with your GlobeFX account 

There are no minimum or maximum transaction amounts, however you will get more savings with larger transaction amounts.

If you're unhappy with any aspect of your transaction with us, please contact your relationship manager. We appreciate all feedback, both positive and negative, as it helps us tailor our services to your requirements. 

A SWIFT code is used to determine which bank you are using when you are transacting, whilst your IBAN identifies the specific account you are using to make a payment or transfer.

A telegraphic transfer, or TT, is a way of sending funds electronically. Also known as telex transfers, the name harks back to when sending money meant sending a printed message using a teleprinter. TT transfers today are online and one of the fastest ways to make an international money transfer. 

A beneficiary is the person or organisation you wish to pay, also referred to as a payee.

When funds are posted to your account, in line with
regulatory requirements, the regulated
[The Currency Cloud Limited] institutions who we work with
safeguard your funds. This means that the funds shown in
your payment account or e-wallet are held at reputable
banks or covered by an insurance policy, and most
importantly, are protected for you in the event of our
partner [The Currency Cloud Limited] institutions’, or our,
insolvency. Our partners stop safeguarding your funds
when the money has been paid out of your account to
your beneficiary’s account.

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which may have resulted in (or may result in) financial loss, material distress or material inconvenience.

We take every complaint very seriously and aim to respond an initial acknowledgement response within 24-48 hours; resolution of complaint within 15 days except in exceptional circumstances where up to 35 days may be taken.

When making a complaint, please outline the following information:

• The date of the complaint
• The nature of your complaint
• The impact on you (personal client) / business (corporate client)
• Your contact details
• Any additional information

Please email the info to complaints@globefx.uk .

A member of our team will confirm receipt of your complaint and will aim to resolve the complaint within 10  business days.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud. These partners ultimately provide you with the payment and e-money REGULATED SERVICES in the UK, EU and US.

These partners have certain obligations as regulated financial services institutions, 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, Currency Cloud’s complaints information can be found here.

If, for whatever reason, you are unhappy with the 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.

If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.