Complaints Notice

    If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by post, fax or email at complaints.us@ebury.com. Please address all correspondence to the Compliance Manager.

    Our Complaints department will be best placed to receive your complaint and work with you to resolve it.

    Ebury Partners US LLC has established an internal complaints procedure to ensure your complaint is dealt efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:

    • Your name, address and client reference number,A clear description of your concern or complaint,
    • Details of what you would like us to do to put it right,
    • Copies of any relevant documents, such as letters, and,
    • A daytime telephone number where we can contact you.

    We will try to resolve your complaint immediately, and with minimum of inconvenience to you. The first step is for us to be really clear on what the problem is, and to identify with you what we can do to put it right. The more information you can give us the better.

    Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day, and if we have not already contacted you to agree our proposal for resolving it, we will:

    • Send an acknowledgement of your complaint in writing within 5 working days.
    • Confirm who will handle your complaint, and how you can contact them.

    In any event we will endeavour to resolve your complaint and provide you with a full response within 15 working days. These may be extended up to 35 working days where an answer cannot be provided due to reasons outside of our control or your complaint requires a complex investigation.

    If our response did not meet your expectations, you can file a complaint to your local financial regulator. Please click on the jurisdiction link below and direct your complaint to the financial regulator of the jurisdiction where you reside:

    STATE


    FINANCIAL REGULATOR


    CONTACT INFORMATION


    Alaska

    Alaska Department of Commerce, Community, and Economic Development

    Address: 550 W 7th AVE, STE 1850 Anchorage, AK 99501
    Website: www.commerce.alaska.gov
    Telephone Number: (907) 269-8140




    Arizona

    Arizona Department of Financial Institutions

    Address: 100 N 15th Avenue, Suite 261, Phoenix, AZ 85007
    Website: www.azdfi.gov
    Telephone Number: 800-544-0708




    Arkansas

    Arkansas Securities Department

    Address: Heritage West Building, Suite 300
    201 East Markham Street
    Little Rock, Arkansas 72201-1692
    Website: wwww.securities.arkansas.govww.azdfi.gov
    Telephone Number: (501) 324-9260




    Connecticut

    Connecticut Department of Banking

    Address: 260 Constitution Plaza
    Hartford CT 06103
    Website: portal.ct.gov/DOB
    Telephone Number: 800-831-7225




    DC

    DC Department of Insurance, Securities and Banking

    Address: 1050 First Street, NE, 801,
    Washington, DC 20002
    Website: disb.dc.gov
    Telephone Number: (202) 727-8000




    Idaho

    Idaho Department of Finance

    Address: 800 Park Blvd., Suite 200
    Boise, ID 83712
    Website: www.finance.idaho.gov
    Telephone Number: (208)332-8000




    Indiana

    Indiana Department of Financial Institutions

    Address: 30 South Meridian St., Suite 300
    Indianapolis, Indiana 46204
    Website: www.in.gov/dfi/
    Telephone Number: 800-382-4880




    Iowa

    Iowa Division of Banking

    Address: 200 East Grand Avenue, Suite 300
    Des Moines, IA 50309
    Website: www.idob.state.ia.us
    Telephone Number: 515-281-4014




    Kentucky

    Kentucky Department of Financial Institutions

    Address: 200 East Grand Avenue, Suite 300
    Des Moines, IA 50309
    Website: www.idob.state.ia.us
    Telephone Number: 515-281-4014




    Maryland

    Maryland Commissioner of Financial Regulation

    Address: 500 North Calvert Street, Suite 402
    Baltimore, Maryland 21202
    Website: https://www.dllr.state.md.us/finance/
    Telephone Number: 888-784-0136




    Massachusetts

    Massachusetts Division of Banks

    Address: 1000 Washington Street, 10th Floor,
    Boston, MA 02118

    Website: www.mass.gov/orgs/division-of-banks
    Telephone Number: (617) 956-1500




    Michigan

    Michigan Department of Insurance and Financial Services

    Address: 530 W. Allegan Street, 7th Floor
    Lansing, MI 48933

    Website: https://www.michigan.gov/difs
    Telephone Number: 877-999-6442




    Mississippi

    Mississippi Department of Banking and Consumer Finance

    Address: P.O. Box 12129
    Jackson, MS 39236-2129
    Website: http://www.dbcf.state.ms.us/
    Telephone Number: 601-321-6901




    Montana

    Montana does not regulate money transmission




    New Jersey

    New Jersey Department of Banking and Insurance

    Address: 20 West State Street
    PO Box 325
    Trenton, NJ 08625
    Website:  www.state.nj.us/dobi/division_banking
    Telephone Number: 609-292-7272




    New Mexico

    New Mexico Financial Institutions Division

    Address:Toney Anaya Building
    2550 Cerrillos Road
    Santa Fe, New Mexico 87504
    Websitewww.rld.state.nm.us
    Telephone number: 505-476-4885




    North Carolina

    North Carolina Office of the Commissioner of Banks

    Address: 316 W. Edenton Street
    Raleigh, NC 27603
    Website: https://www.nccob.gov/public/
    Telephone number: 919-733-3016




    Pennsylvania

    Pennsylvania Department of Banking and Securities

    Address: Market Square Plaza
    17 N. Second Street, Suite 1300
    Harrisburg, PA 17101
    Website: www.dobs.pa.gov
    Telephone number: 800-600-0007




    Virginia

    Virginia Bureau of Financial Institutions

    Address: Tyler Building, 8th floor
    1300 E. Main St.
    Richmond, Virginia 23219
    Website: www.scc.virginia.gov/bfi/
    Telephone number: 800-552-7945




    Wisconsin

    Wisconsin Department of Financial Institutions. Division of Banking

    Address: 4822 Madison Yards Way, North Tower
    Madison, WI 53705
    Website:  www.wdfi.org
    Telephone number: 608-261-9555




    Wyoming

    Wyoming Division of Banking

    Address: 2300 Capitol Avenue
    Cheyenne, Wyoming 82002
    Website: wyomingbankingdivision.wyo.gov
    Telephone number: 307-777-7797




    If you are a consumer, you can submit your complaint to the Consumer Financial Protection Bureau (“CFPB”) at the same time. The CFPB will intermediate between us to resolve your concerns in a timely manner.

    Consumer Financial Protection Bureau (“CFPB”)
    Phone: 855-411-2 372 (8 am to 8pm ET, Monday through Friday).
    Or through the website at: https://www.consumerfinance.gov/complaint/

    We value your feedback. Help us get it right every time, for every client.