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​COMPLAINTS HANDLING PROCESS

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At Pulse FX Corp., we are committed to providing exceptional service, and your satisfaction is important to us. If you have any concerns or complaints, we want to address them quickly and efficiently. Below is our process for handling complaints, ensuring a fair and timely resolution.

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HOW TO SUBMIT A COMPLAINT

 

If you have a complaint, please reach out to us as soon as possible. To help us resolve your issue efficiently, include the following details in your complaint:

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  • Your full name and contact information

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  • A clear description of the issue

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  • Relevant transaction details (if applicable)

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  • Your preferred resolution

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  • Please write "Complaint" in the subject line to ensure your email is directed to the appropriate team promptly.​

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All complaints must be submitted via email to info@pulsefx.com.

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OUR RESPONSE TIMELINE

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  • Acknowledgment: We will confirm receipt of your complaint within one business day.

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  • Investigation: Our team will conduct a thorough review of your complaint, which may involve gathering additional information. This process will take up to 7 business days, but we will strive to resolve the issue much faster whenever possible.

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  • Resolution: A final response will be provided within 35 business days of receiving your complaint. If additional time is required, we will keep you informed of our progress.

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CURRENCYCLOUD’S ROLE

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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 handling complaints related to these services. We keep them informed of any complaints we receive from you regarding the regulated Payments and E-money services they provide. Currencycloud oversees how we handle these complaints to ensure compliance with regulatory standards.

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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, you may refer to Currencycloud’s complaints procedure. You can find more information about their complaints process here:

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Currencycloud Complaints Procedure

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ESCALATION TO THE FINANCIAL OMBUDSMAN SERVICE (FOS)

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If you are not satisfied with our response to your complaint, or if we have not resolved your complaint within 4 weeks from the date of submission, you have the option to approach the Financial Ombudsman Service (FOS) in the UK. The FOS is an independent body that helps resolve disputes between consumers and financial services firms.

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Contact Information for the Financial Ombudsman Service:

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  • Phone: 0800 023 4567 (free from landlines) or 0300 123 9123 (free from most mobile phones)

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  • Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

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We appreciate your patience and cooperation as we work toward a resolution. If you have any additional details or context that could assist in resolving the issue more effectively, please don't hesitate to share them with us.

For clients based in Canada,  Pulse FX Corp’s payment and foreign currency exchange services are provided by Ebury Partners Canada Limited.  Ebury Partners Canada Ltd. is registered as Money Services Business (“MSB”) with the Financial Transactions and Reports Analysis Centre (“FINTRAC”) (Reg. No.: M17949017) and licensed as an MSB with Revenue Quebec (Licence No. 12062).

Pulse FX Corp. (trading as PulseFX) is a company registered in Canada (registered no. 1634388-1). Registered address: 8-20 Great Gulf Drive, Vaughan, Ontario, Canada, L4K 0K7

For clients based in The United States, payment and e-money services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199) https://www.currencycloud.com/legal/terms/

Payment services in the United States are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here.  VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.

Pulse FX Corp (PulseFX) helps Canadian firms access business finance, working directly with businesses and their trusted advisors. We are a credit broker and do not provide loans or other finance products ourselves. All finance and quotes are subject to status and income. Applicants must be aged 18 and over and terms and conditions apply. Guarantees and Indemnities may be required. PulseFX can introduce applicants to a number of providers based on the applicants’ circumstances and creditworthiness. PulseFX may receive a commission or finder’s fee for effecting such introductions. If you feel you have a complaint, please read our complaints section highlighted above and also contained within our terms and conditions

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