Complaints Policy

At Zephyra Financial Ltd ("Zephyra Financial", "we", "our", or "us"), we are committed to providing a professional, efficient and high-quality service to all of our clients.

If you are dissatisfied with any aspect of our service, we encourage you to let us know as soon as possible. We take every complaint seriously and aim to resolve all concerns fairly, promptly and transparently.

You can contact us using any of the following methods:

Email

operations@zephyrafinancial.co.uk

Telephone

Insert Telephone Number

Post

Zephyra Financial Ltd
Insert Registered Office Address

When making a complaint, please include as much information as possible, including:

• Your name and company name
• Contact details
• A description of your complaint
• Any relevant account or transaction information
• The outcome you are seeking

This will help us investigate your complaint as quickly as possible.

Acknowledge Your Complaint

We aim to acknowledge receipt of your complaint within one (1) business day.

Investigation

Your complaint will be reviewed by the appropriate member of our team who will carry out a fair and impartial investigation.

Where additional information is required, we may contact you during the investigation.

Final Response

We aim to issue our final response within 15 business days of receiving your complaint.

If exceptional circumstances prevent us from meeting this timeframe, we will keep you informed and explain the reason for the delay.

In any event, we will aim to provide a final response within 35 business days, where permitted by applicable regulations.

Zephyra Financial works with carefully selected regulated payment institutions and financial service providers to deliver foreign exchange and international payment solutions.

Where your complaint relates to services ultimately provided by one of our regulated partners, we may share relevant information with that provider so they can assist with investigating and resolving the matter in accordance with their regulatory obligations.

If appropriate, we may direct you to the relevant regulated provider's own complaints process where they are responsible for the regulated service in question.

If you remain dissatisfied after receiving our final response, or if we have not responded within the applicable timeframe, you may have the right to refer your complaint to the appropriate external dispute resolution body, depending on the nature of the services provided and the regulatory framework that applies.

Where your complaint relates to services provided by one of our regulated partners, details of the appropriate complaints process or dispute resolution scheme will be provided upon request.

Where payment services are provided through our regulated payment partners, client funds are safeguarded in accordance with applicable regulatory requirements.

This means that eligible client funds are held separately from the firm's own money, typically with authorised credit institutions or through other approved safeguarding arrangements.

Safeguarding is designed to help protect client funds in the event of the insolvency of the relevant regulated payment institution.

If you would like further information regarding how your funds are safeguarded, please contact us.

We may amend this Complaints Policy from time to time to reflect changes in our business, applicable laws or regulatory requirements.

The latest version will always be published on our website together with the updated "Last Updated" date.

If you have any questions regarding this Complaints Policy or wish to submit a complaint, please contact: