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COMPLAINTS INFORMATION​​

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We hope that you always receive an excellent service from us, however if you feel that we have not met your expectations and would like to raise a complaint, please find our complaints procedure below:

 

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, Ebury Partners, Equals Group PLC and iBanFirst. Currencycloud ultimately provides you with e-money and payments, i.e. geographically or functionally limited elements of regulated payments and e-money services in UK/EU/US. Ebury Partners, Equals Group PLC and iBanFirst provide you with e-money and payment services. 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, please see below:

 

  • Currencycloud’s complaints information can be found here

  • Ebury Partners' complaints information can be found here

  • Equals Group PLC's complaints information can be found here

  • iBanFirst's complaints information can be found here

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If you need to raise a complaint to us, please contact your relationship manager or email us at contact@socfin.co.uk with the following information:

 

  • The date of the complaint

  • The nature of your complaint

  • The impact on your business

  • Your contact details

  • Any additional information

 

A member of staff will will confirm receipt of your complaint via email within 24 hours of receiving it, and will aim to resolve the complaint within three business days.

 

In certain instances, a complaint may need to be escalated and we therefore may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

 

In exceptional circumstances, where we're unable to provide a resolution within the 15 business day period, we have up to 35 business days from the date of receipt to provide a final response.

 

If your complaint falls under exceptional circumstances, or needs to be escalated, a member of our team will notify you.

 

If you're unhappy with the resolution provided, you contact the Financial Ombudsman Service (FOS) and information on how to do so can be found here

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â“’ 2025. All rights reserved

Tel: +44(0)203 196 4485

Octagon Point, 5 Cheapside,

St Paul's, London, EC2V 6AA

E-mail: contact@socfin.co.uk

 

Society Financial provides international payments and cash management solutions, including currency  accounts, international payments, FX and Treasury risk management services globally. We operate under UK, European and US regulatory licenses.

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Regulatory Information 

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Society Financial (SocFin) is a trading name of Societa Financial Ltd, registered in England and Wales (Company No. 09469582) and registered with the Information Commissioner’s Office under the UK Data Protection Act (Registration No. ZA244983). All regulated services — including, but not limited to, e-money issuance, payment processing, foreign exchange execution, and safeguarding of client funds — are provided exclusively by our authorised Electronic Money Institution (EMI) and/or Payment Institution partners. Society Financial is responsible for front-office activities and for managing client relationships. However, clients enter into a direct contractual relationship with the relevant regulated entities, which act as their legal counterparties.

 

Ebury | A Santander Company

The Foreign Exchange and Payment Services (excluding MIFID products) are provided by Ebury Partners UK Limited which is authorised and regulated by the Financial Conduct Authority (FCA) as an Electronic Money Institution (Reference Number: 900797). Ebury Partners UK Limited is registered in England and Wales (registered no. 7088713). Registered office: 3rd floor, 100 Victoria Street, Cardinal Place, London, SW1E 5JL Ebury Partners UK Limited is registered with the Information Commissioner's Office under the UK Data Protection Act (registered no ZA345828).

 

Equals Money | Railsr

Foreign exchange and payment services are provided by Equals Connect Limited which is authorised and regulated by the Financial Conduct Authority (FCA) as an Authorised Payments Institution (Reference Number: 671508) Equals Connect Limited is registered in England and Wales (registered no. 07131446) Registered office: 3rd Floor, Vintners Place, 68 Upper Thames St, London EC4V 3BJ.

 

iBan First SA

Foreign exchange and payment services may also be provided by iBanFirst S.A. which is fully authorised and regulated by the National Bank of Belgium (number 0849.872.824). It is a direct member of the SWIFT network and is certified to make payments throughout the SEPA zone.

 

​The Currency Cloud | A Visa Company

Currency exchange services (excluding MIFID products) 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 authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money. FCA registration number: 900199.

 

EU End Customers-

For clients based in the European Economic Area, the issuance of e-money and the provision of related payment services for SOCIETA FINANCIAL LTD are provided by CurrencyCloud B.V. CurrencyCoud B.V. is registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701)

 

United States End Customers-

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.

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