Complaints

Contact Us – How to Raise a Complaint

The best way to start is by reaching out to us directly. Here are the options:

  • Email: Write to salessupport@cpwpartners.com and put “Complaint” in the subject line.
  • Phone: Call our Customer Support team at:
  • USA: +1 419-688-5694
  • Canada; +1 416-639-5800

What to tell us
To help us resolve your issue quickly and fairly, please include as much of the following as you can:

  • Your full name and contact details (email and/or phone number)
  • A clear explanation of what went wrong or what your concern is
  • Any relevant order number, account number, or transaction reference
  • Any documents, screenshots, emails, or other evidence that supports your complaint

What happens next

  1. Acknowledgment We’ll reply within one business day to confirm we’ve received your complaint. You’ll get a unique reference number you can use to follow up.
  2. Investigation Our team will look into the matter straight away. If we need more details from you, we’ll get in touch.
  3. Updates We’ll keep you informed about progress and let you know roughly how long it will take to resolve.
  4. Resolution Once we’ve finished investigating, we’ll send you our final decision and explain what (if anything) we’re doing to put things right. If your complaint is valid, we’ll take the necessary steps to fix it.
  5. Closure When the matter is settled, we’ll formally close the complaint and tell you what was done.

If you’re still not happy - We work with e-money and payments institution partners in providing you with our service,
namely Currencycloud. Currencycloud ultimately provides you with regulated payment and/or e-money services. Currencycloud has certain
obligations as regulated financial services institutions, 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, for whatever reason, you are unsatisfied with our response, you can request further assistance from the relevant government body.

If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone.
Further details and how to contact FOS can be found here.

If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail,
using an online form or telephone. Further details and how to contact Kifid can be found here.

Your feedback helps us get better

We really value your input—it helps us improve our services and fix problems faster. Please know we’re committed to dealing with your concerns openly, quickly, and fairly.
Need help or have questions? Just reach out to our Customer Support team:

  • Email: salessupport@cpwpartners.com
  • Phone: +1 416-639-5800

We’re here to help—your satisfaction matters to us.