We are your first point of contact for any queries or concerns, including complaints. We will handle your complaint in line with our internal complaints procedure and regulatory obligations.
You can raise a complaint by speaking with your Alto Markets relationship manager or by emailing support@altomarkets.co.uk.
When submitting a complaint, please include:
- The date of the complaint
- A description of the issue
- The impact on your business
- Your contact details
- Any relevant supporting information
How We Handle Complaints
We will acknowledge receipt of your complaint within one business day.
We aim to resolve most complaints within three business days. If we are unable to do so, we may extend the investigation period. In these cases:
- We will provide a final response within 15 business days of receiving your complaint
- In exceptional circumstances, we may extend this timeframe
- In such cases, we will provide a final response no later than 35 business days from the date your complaint was received
If your complaint is escalated or falls under exceptional circumstances, we will keep you informed throughout the process.
If you are unhappy with the outcome of your complaint, you may contact the Financial Ombudsman Service (FOS).
Financial Ombudsman Service: (Telephone – +44 800 023 4567 or +44 300 123 9123 / Website – www.financial-ombudsman.org.uk).
KIFID: (Email – consumenten@kifid.nl / Telephone – 070 – 333 8 999 / Website https://www.kifid.nl/) so EEA End-Clients are correctly signposted should Alto Markets Ltd be unable to resolve the complaint.
Our Regulated Partners
We work with regulated e-money and payment institutions, including Currencycloud and Ebury, to provide our services. These partners have certain obligations as regulated financial institutions, including obligations related to complaints.
Currencycloud
The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 and the Payment Services Regulations for the issuing of electronic money and the provision of payment services (FRN: 900199).
In the United States, Currencycloud operates in partnership with CFSB. CFSB fully owns the programme and services are provided by The Currency Cloud Inc.
In the European Economic Area, services are provided by Currencycloud B.V., authorised by De Nederlandsche Bank (Relation Number: R142701).
We keep Currencycloud informed of complaints we receive that relate to the regulated payments and e-money services they ultimately provide. They oversee how we handle such complaints to ensure they are managed in accordance with regulatory standards.
Complaints disclosure: We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. 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 how it has been handled, Currencycloud’s complaints information can be found here.
Ebury
For services provided by Ebury Partners UK Limited or Ebury Partners Canada Ltd, we are required to notify them of any complaints related to the regulated services they deliver. They may review our handling of such complaints to ensure compliance with applicable regulations.
Contact Us
To raise a complaint or request information about our complaints procedure, please contact us at:
support@altomarkets.co.uk