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 (firstname.lastname@example.org). 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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