Complaints Policy

Procedure

The Travelex International Payments service is provided by USForex Inc. (“USForex”), a Delaware Corporation, at 49 Stevenson Street, 13th Floor, San Francisco, CA, USA 94105.  Any reference on this page to "we", "us", or "our" is a reference to USForex. Any complaint or dispute that you may have with us must be dealt with in accordance with the following dispute resolution procedure.

If the complaint or dispute cannot be resolved internally by us in accordance with the internal complaints handling procedure set out below, you may refer the matter to the relevant State Banking Department in your state of residence for determination. 

Internal Complaints Handling Procedure

Should you have reason to complain, then it is important that you first advise your usual contact in our office. If they are not available, any of our dealers or back-office staff will be pleased to help, so please ask to speak to any of our representatives.

If your complaint is not resolved to your satisfaction in a reasonable timeframe, you will be advised to refer the matter in writing to our Compliance Department (compliance@usforex.com). Our Complaints Manager will oversee the investigation and provide you with a written response.

We are fully committed to resolving complaints in a fair and timely manner. 

Please contact the Client Support Services Department at 1 (888) 288-7354 for more information on how complaints are handled by USForex internally.

Dispute Resolution Scheme

If you are unhappy with the decision of our Complaints Manager or the dispute cannot be resolved under our internal complaints handling procedure, you may then formally submit the dispute to the State Banking Department in your state of residence for determination.   

Our Right to Recover Debts

The above internal and external dispute resolution procedures do not apply to money that you may owe us. We may initiate prompt legal action to recover any debts payable to us.

Texas residents: If you have a complaint, first contact USForex at 1-888-288-7354. If you still have an unresolved complaint regarding the Travelex International Payments money transmission and currency exchange service, please direct your complaint to: Texas Department of Banking, 2601 North Lamar Boulevard, Austin, TX 78705, 1-877-276-5554 (toll-free) www.dob.texas.gov .

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The Travelex International Payments service is provided in the U.S by USForex Inc.USForex Money Transfer Services

 

This Travelex International Payments website contains information obtained from sources believed to be reliable and has been prepared in good faith and with all reasonable care. USForex makes no warranty, express or implied, concerning the suitability, completeness, quality or exactness of the information and models provided in this website.

Neither USForex, its related entities, nor any of its providers of information, have any liability to the user, or any other third party, for the accuracy of the information or models contained in this website, or for any errors or omissions therein, nor will USForex or any of its providers of information have any liability for the use, interpretation or implementation of the information or models contained herein by any person.

Travelex receives 50% of net revenue arising from USForex’s provision of Travelex International Payments services. Net revenue is the revenue arising from foreign exchange margins (or spread) and fees, less all costs incurred in providing the services including but not limited to, administrative costs, compliance costs and sales and marketing costs.

*Restrictions apply. For full Terms & Condtions, refer to our International Payments Price Promise.

**Exchange rates are current at the time of conversion and are subject to change without notice. Exchange rates are indicative only and do not include fees and charges that may apply. Certain foreign currencies are not available under Travelex International Payment service.