Your feedback matters to us

JBH Partners endeavours at all times to deliver a professional service to our customers.

We are your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaint within 1 business day. We work with e-money and payments institution partners in providing you with our service, namely Currencycloud and Ebury. Currencycloud ultimately provides you with regulated payment and/or e-money services in UK/EEA/US. Ebury provide you with regulated payment and/or e-money services in Australia/New Zealand. 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, Currencycloud’s complaints information can be found here, and Ebury’s complaints information can be found here.

If you are unhappy with the service we have provided please notify us, we will endeavour to respond to your complaint within 1 business day from when we receive your complaint.

Our Customer Complaint Procedure

Please provide the following information:

  • The date of the complaint

  • The nature of your complaint

  • The impact on your business

  • Your contact details

  • Any additional information

Please supply the above information via one of the following methods:

Email: support@jbhpartners.com

Phone: +44 7842727000

WhatsApp: +44 7842727000

Postal Mail: JBH Partners Ltd, Abercorn House, 79 Renfrew Road, Paisley, PA3 4DA

If your problem cannot be immediately resolved and you are still unsatisfied, you may contact the Managing Director by email or mail. We will acknowledge your complaint promptly and provide a Final Response within 1 business day, unless we are unable to do so, in which case we will inform you of the delay and when you may expect a response.

On occasion, a complaint may need to be escalated and so the Customer Operations Team 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 are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response. 

You have to right to complain to the Financial Ombudsman Service if you are unhappy with the outcome of the complaint - https://www.financial-ombudsman.org.uk/