Complaints

How to Make a Complaint

If you would like to file a complaint about our services, please contact us at complaints@clearing.com with the details of your complaint so that we can investigate it.

Upon receiving your complaint, we will:

1. Send you a prompt written acknowledgment to reassure you that we have received your complaint and are addressing it.
2. Request further information if necessary.
3. Investigate your case and concerns.
4. Keep you updated on the progress of the resolution measures.

Final or Other Response

We will respond to your complaint within 15 business days of receiving it. You will either receive a “final response” or an interim response. If you receive an interim response, it will explain the reasons for the delay and provide a deadline for when you can expect a final response. The final response will be sent within 35 business days from the date we received your complaint.

A final response is a written reply that will:

1. Accept the complaint and, if appropriate, offer redress or remedial action; or
2. Offer redress or remedial action without accepting the complaint; or
3. Reject the complaint and provide reasons for the decision.

If you are not satisfied with our final response, you can forward your complaint to the dispute body in your region.

United Kingdom

If you do not agree with our final response, you can file a complaint with the Financial Ombudsman Service (FOS).

• Website: www.financial-ombudsman.org.uk
• Online complaint form: https://help.financial-ombudsman.org.uk/help
• Mail: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00 AM to 5:00 PM (GMT)

If you are outside the UK, please call +44 20 7964 0500.

Singapore

In Singapore, you can file a complaint online with the Monetary Authority of Singapore (MAS). You have 6 months to file a complaint after we send you a final response. Complaints can also be submitted to The Financial Industry Disputes Resolution Centre Ltd (FIDReC). Further details on their complaint handling process can be found on their website.

Canada

In Canada, there is currently no regulatory body available for consumers to submit complaints against Money Service Businesses as Clearing.

If we cannot provide you with a final response within 15 calendar days, we will extend the deadline to 56 calendar days from the day you filed your complaint.

However, If your issue involves suspected money laundering, fraud, or non-compliance, you can report it to FINTRAC (Financial Transactions and Reports Analysis Centre of Canada).

• Website: www.fintrac-canafe.gc.ca
• Phone: 1-866-346-8722