Complaints

Making a complaint about Sterlex Limited:

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1.You'll need to submit a complaint through one of these channels:

A. Email: Email us at support@sterlex.co.uk

B. Phone: Feel free to call us on +442036685201

B. Post: 30 Churchill Place, Canary Wharf, London, E14 5RE

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2. We will get in touch within one business day, confirming that the complaint is being considered and advising when it will be expected to receive a response. Please note that we're typically allowed up to 15 days to investigate your complaint and produce what's called a 'final response' that states the outcome of your complaint. In exceptional circumstance, Sterlex has up to a maximum 35 business days from the date of receipt to issue a final response.

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3. We’ll investigate your complaint

For issues with financial implications, we may ask you for supporting evidence such as screenshots of communications or emails.

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4. If you're not happy with our final response, as a Individual, Sole Trader, or the employee of a Micro or Small Business, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you have to do this within 6 months of the date of our final response. If you're not a Sole Trader, you'll be eligible to complain to the Financial Ombudsman Service if you're part of:

A micro-enterprise that has a turnover or annual balance sheet that doesn't exceed €2 million and employs fewer than 10 persons

Or a small business that's not a micro-enterprise, has an annual turnover of less than £6.5 million and has a balance sheet total of less than £5 million, or employs fewer than 50 employees

How to get in touch with the Financial Ombudsman

Post: The Ombudsman’s address is:
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123.
Website: Visit the Ombudsman's website for more information: financial-ombudsman.org.uk

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5. 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 e-money and payments institution partners in providing you with our service, namely Currencycloud, GC Partners, Sciopay Ltd. Currencycloud ultimately provides you with geographically or functionally limited elements of regulated payments and e-money services in [UK/EU/US]]. GC Partners provide you with geographically or functionally limited elements of regulated payments and e-money services in [UK/EU/UAE/HK]. 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, Currencycloud’s complaints information can be found here, and GC PARTNERS can be found here.