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FAQs
Explore our frequently asked questions below. Still searching for an answer? Get in touch with our experienced team.
Frequently Asked Questions
Why is there a change?
This is so we can offer you better benefits including: better communication; faster transfers; greater visibility; as well as a more streamlined overall service where we take responsibility for exchanging your currency as well as sending your international payment.
What if I don’t want to change?
You can stay as you are but we won’t be able to offer the additional benefits from Fiscal FX.
Who do I have to speak to if I have questions?
You can call through to our office on 0203 995 4848 or email your account manager who will be more than happy to help.
Will I need to do anything?
You will need to electronically sign some new terms and conditions. In some cases, new proof of address/identity may be required. In most cases this shouldn’t be necessary. We’ll let you know if there’s anything you need to do.
What if I don’t have the documents you’ve asked for?
There is an extensive list of documents that are acceptable. Documents are not always required (for UK based customers). We’ll work with you if you don’t have an item from the list.
How will I know when the change has taken place?
We will let you know in writing when this change is expected to happen. This is anticipated to be May 2024.
Will there be any disruption to service?
We are not expecting any disruption to service.
I thought you were already FCA registered? How were you able to trade before?
Prior to FCA authorisation, Fiscal FX had been partnering with other businesses who were fully FCA authorised. Fiscal FX was acting as an intermediary to sell products on behalf of our partners.
How will I know my money is safe?
One of the requirements of being FCA authorised as a Payments Institution is to safeguard relevant client funds. You can find information about safeguarding at this link here.
Will there be any changes to the tools I use to exchange my currency?
Yes, as part of our transition we’ll be introducing new trading platforms and tools designed to enhance your trading experience. These platforms may offer additional features and functionalities compared to what you’re currently using.
What changes should I expect in terms of customer service and support?
Our commitment to providing excellent customer support remains unchanged. If anything, we aim to enhance our customer support services to better assist you with any queries or issues you may encounter during the transition period and beyond.
How can I stay updated on the transition progress and any upcoming changes?
We will email customers to inform them of the date the change is taking place.
Still can’t find what you’re looking for? Give us a call on 0203 995 4848 or email us at [email protected] where a member of our team will be happy to help. Alternatively, you can speak to your dedicated account manager.