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Complaints Procedure

At KBR Foreign Exchange Ltd we endeavour at all times to deliver a professional, caring and courteous service to all our customers. If you feel that we have not lived up to this promise we would like to hear from you.  Our Complaints Procedures is explained below and a hard copy form is available on request from our Head Office at Riverside Business Centre Fort Road, Tilbury, RM18 7ND, United Kingdom

Making a Complaint
If you become aware aware of an unauthorised or incorrectly executed payment transaction, you must notify us without undue delay and no later than 13 months after the date of the transaction. Complaints made after this time may not qualify for any redress under the Payments Services Regulations 2009.

You can make a complaint via any of the methods listed below

You can fill out or online complaints from located at

You can contact us on our phone number(s) listed below

+44 (0)207 989 0222

Write to us
Letters can be addressed to the complaints manager at

KBR Foreign Exchange Ltd
Riverside Business Centre
Fort Road
RM18 7ND
United KingdomWhat will happen when you complain?

  • We will treat your complaint fairly and impartially
  • We will seek to investigate and resolve any complaint as quickly as possible.
  • If we have made a mistake we will apologise and offer redress or remedial action wherever possible.
  • If we reject your complaint we will explain why it has been rejected and what options remain available to you.
  • We will change the way we do things to avoid making the same mistake in the future

If you are dissatisfied with any aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manager who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.

For all complaints we will acknowledge your complaint promptly and write to you again with a Final Response to your complaint, in most cases within 10 business days from receipt of your complaint. If we are unable to give a Final Response within this period we will write to you informing why we are not in a position to make a Final Response and indicate when we expect to be able to do so.

Financial Ombudsman Service
If you are still not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service [FOS]. You must do so within 6 months of receiving our final response. You can contact them at:

Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel: 0845 080 18000845 080 1800. We will send you a copy of the FOS consumer information leaflet with our final response.

We are not covered by the Financial Services Compensation Scheme.

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