FAQs

We’ve been in business for over 30 years and help clients make more than 2.5 million transactions each year. This says a lot about our reputation and reliability.

As an authorised Payments Institution, Moneycorp is legally required to safeguard client funds in respect of a payment. We are a licensed Money Service Business. Moneycorp FRM is authorised and regulated by the Financial Services Authority for the conduct of designated investment business.

You can find out more about how we perform by taking a look at our annual report.

We like to save you time as well as money, and that’s why opening an Account takes just a few moments. You can complete an Account Agreement online or request a copy from a member of our team by calling +44 (0)20 7589 3000. There is no obligation to trade with us if you open an account, but doing so now means you won't have to wait at all when the time to trade arrives.

You can trade from £50 or its equivalent in any of 30 currencies using Moneycorp Online. The minimum amount that you can send using our Regular Payment Plan is £250.

Moneycorp offers two transfer options: Standard and Express. The Standard option is more cost-effective, and the Express option is quicker. You can choose whichever suits your needs.

Delivery time
Standard: 3-5 days
Express: 1-2 days 

Over the phone and online, Standard transfers cost £5 and Express transfers cost £9. For transfers carried out as part of an Regular Payment Plan, the Standard option costs £4 and the Express option costs £8.

Our rates are based on a combination of factors:

• The current exchange rate
• The amount transacted
• The currency purchased

You receive the same rate whether you pay by debit card or pre-fund your account by bank transfer.

Foreign exchange markets do not operate between the hours of 10pm on Friday and 8pm on Sunday (both times are GMT). Therefore, the exchange rate you receive via Moneycorp Online during this period will not increase or decrease. At all other times, the rate you receive will track live exchange rates.

Keeping our customers happy is important to us. If you have a problem we’ll do everything we can to put matters right as quickly as possible through our official complaints procedure. 

Our complaints procedure 
We’ll try to resolve complaints as soon as we are made aware of them, and we begin by giving you the opportunity to present your case.

Stage one
In most cases a member of the Moneycorp team will be able to help you during our office hours of 7:30am – 9pm Monday to Friday and 9am – 1pm (UK Time) on Saturdays and most bank holidays. 

You can email your Account Manager directly or write to us at:

Moneycorp

100 Brompton Road

Knightsbridge

London

SW3 1ER

You can also contact us on the following number: +44 (0)20 7589 3000

Stage two
If the person you contact is unable to resolve your complaint, you can refer the matter to our Quality Services Manager (QSM). You can email the QSM directly and request that they review the complaint further. 

At this stage your complaint will be formally acknowledged by email or telephone within 24 hours and an investigation will begin. The QSM will do their best to get a detailed response to you within five working days. 

Stage three
If we’re unable to resolve your complaint internally, if you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint and it has yet to be addressed, you can take your complaint to the Financial Ombudsman Service. 

Their contact details are listed below:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk