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Complaints procedure


Clarency considers it important that its clients are content at all times, as we will not be happy unless you are happy. We would like to hear any situations where you are not satisfied as soon as possible, so we can work with you towards a shared solution. We truly see this as a chance to improve our services towards you and our other clients.

Do you have a complaint?

Although you have the right to make a complaint orally, for the sake of a clear understanding of the issues at hand, we would always recommend that you submit your complaint by email to, clearly detailing your account membership number (beginning with a 'C'), or the payment order number in question. To help us investigate and resolve the problem as quickly as possible, please outline fully the nature of your dissatisfaction or complaint.

Our Legal & Compliance officer will send you a written acknowledgement that your complaint has been received, contact you further should we require any additional information regarding your case and initiate an investigation based on your complaint. Within eight weeks after the complaint has been filed, Legal & Compliance will present you with their findings and will inform you which measurements (if any) have been taken.


Clarency and its staff will treat your complaint and its contents confidential at all times.