Your feedback matters to us

JBH Partners endeavours at all times to deliver a professional service to our customers.

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here

If you are unhappy with the service we have provided please notify us, we will endeavour to respond to your complaint with 24 hours.

Our Customer Complaint Procedure is available at jbhpartners.com/complaints

When making a complaint please provide the following information:

  • The date of the complaint

  • The nature of your complaint

  • The impact on your business

  • Your contact details

  • Any additional information

To make a complaint:

Email: support@jbhpartners.com

Phone: +447842727000

WhatsApp: +447842727000

In writing: JBH Partners Ltd, Abercorn House, 79 Renfrew Road, Paisley, PA3 4DA

If your problem cannot be immediately resolved and you are still unsatisfied, you may contact the Managing Director by email or mail. We will acknowledge your complaint promptly and provide a Final Response within 24 hours, unless we are unable to do so, in which case we will inform you of the delay and when you may expect a response.

On occasion, a complaint may need to be escalated and so the Customer Operations Team may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response. 

You have to right to complain to the Financial Ombudsman Service if you are unhappy with the outcome of the complaint - https://www.financial-ombudsman.org.uk/