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Complaints

Last Updated: July 4, 2025

At PulseFX, we take client feedback seriously and are committed to resolving concerns quickly, fairly, and transparently. Whether it’s a question, concern, or complaint, we are your first point of contact, and we’re here to help.

How to Submit a Complaint

If you have a concern related to your experience with PulseFX, including any regulated services provided through our partners, please contact us via one of the following channels:

  • Email: info@pulsefx.com

  • Phone: 416-848-1028

Please include the following details in your message:

  • Your name and contact information

  • A clear description of the issue or concern

  • Any relevant documents or supporting materials

What to Expect

We follow a clear and timely complaints process:

  • Acknowledgment within 1 business day of receiving your complaint

  • Initial response within 3 business days

  • Resolution provided within 15 business days, where possible

In rare or exceptional circumstances, where more time is required, we may take up to 35 business days to provide a final response. If this happens, you will be kept informed throughout the process.

Working with Regulated Partners

We work with Currencycloud, a regulated Electronic Money Institution, to provide certain payment and e-money services on the PulseFX platform.

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

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.

Not Satisfied with Our Response?

If you are based in Canada, we will work directly with you to resolve any issues in accordance with Canadian consumer protection standards and our obligations under applicable provincial or federal regulations. We take every effort to ensure a fair and timely resolution.

If you are based in the UK and are not satisfied with the resolution provided by PulseFX, you may contact the Financial Ombudsman Service (FOS):

Financial Ombudsman Service (FOS)
 Website: www.financial-ombudsman.org.uk
 Phone: 0800 023 4567
Mail: Exchange Tower, London, E14 9SR

If you are based in the EU, you may contact the Financial Services Complaints Tribunal (Kifid):

Kifid (Netherlands)
 Website: www.kifid.nl
 Phone: +31 70 333 8 999
Mail: Postbus 93257, 2509 AG Den Haag, Netherlands

Need Help?

If you have any questions about this process or aren’t sure whether your issue qualifies as a complaint, don’t hesitate to reach out. We're here to support you every step of the way.

Contact:
info@pulsefx.com