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Complaints policy

World First is committed to providing a competitive and efficient service, built on the company value - "People First". It means we deal with everyone - client, supplier, partner or employee - fairly and transparently.

We believe in employing well-trained and dedicated staff and the intelligent use of technology to help us achieve this.

Unfortunately, there may be occasions when we fall below the standards you expect, and we have simple, clear procedures in place to set out how we will deal with any complaints you may have about the service you have received.

How to make a complaint

You can make a complaint by a means that is convenient for you - for example, letter, fax, email, telephone or in person, to any member of World First staff, although it may be easier for you to contact your usual dealer.

The quickest way is to email: This email address is monitored during NL office hours and will ensure that we can begin investigating your complaint as soon as possible.

The complaint will be recorded on our systems, and the person handling it will respond in writing by post or email within 3 business days acknowledging receipt and giving you their contact details, name and position.

We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you regularly informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We will also take measures to improve any systems or processes where necessary.

If eight weeks have passed since you first raised your complaint and you have not received our final response, or you are not satisfied with our decision, you may have the right to refer your complaint to the Financial Ombudsman Service (Ombudsman).

However, please note the following:

  • Only private individuals and small business (micro enterprises) have the right to take their case to the Ombudsman.
  • The Ombudsman will only consider complaints about regulated products and services (World First's regulated activities are payment services and the foreign exchange options provided by World First Markets Limited).

How to get in touch

Their contact details

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567

Our contact details

World First UK Ltd

Millbank Tower
21-24 Millbank
London SW1P 4QP

Telephone: +44 20 7801 2376