Excel Currencies: most-reported complaints
Automated analysis of 170 public Trustpilot reviews published 2018-07-26 to 2026-09-08. TrustScore 4.9 from 906 total reviews — see the Trustpilot page. Quick answer: is Excel Currencies legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unreachable and that pricing is misleading. These two issues account for all six complaints identified in the analysis, with each representing 33% of the total. Specific examples include a lack of communication from support staff and concerns about paying priority rates for better service elsewhere. A trend cannot be established yet due to the low number of reviews.
How to reach Excel Currencies
These are the contact details Excel Currencies publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01322 221 121, email [email protected], address Enterprise House, 8 Essex Road, Dartford, DA1 2AU, GB.
The company claimed its Trustpilot profile on 2017-02-16 and uses Trustpilot’s paid features. Trustpilot ranks it 7 of 46 in Money Transfer Service. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.4★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 7 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (100%, 59.0d) · 2026-08-18 (100%, 59.0d) · 2026-08-21 (100%, 59.0d) · 2026-09-06 (0%, 0.0d) · 2026-09-09 (0%, 0.0d) · 2026-09-24 (0%, 0.0d).
Ombudsman outcomes
The Financial Ombudsman Service has published 1 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2022-07-15 to 2022-07-15, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
What their policy promises
complaint process: promptly
“We will acknowledge your complaint promptly after receiving it”
complaint process: throughout any investigation
“We will keep you informed throughout any investigation to assist in the speedy resolution of any complaint you may have”
complaint process: experienced member of staff
“An experienced member of staff will deal with your complaint.”
complaint process: authority to settle or access to authority
“The member of staff will either have authority to settle your complaint or will have ready access to someone who has the authority.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-13.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
27% of its 157 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 33% of this company’s complaints vs a 19% median across 141 ranked companies in its sector.
Review velocity: 35 of this company’s 906 Trustpilot reviews (4%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Excel Currencies?
Support unreachable
2 reports · 33% of complaints“Ian went AWOL no communication no message to say he was on holiday”
The company replied on 2025-11-12: “Dear Donna, Thank you for sharing your feedback. We truly value your input and are deeply sorry for the disappointment you experienced. At Excel Currencies, we pride ourselves on delivering…”
Our classifier read this reply as a deflection.
“Get back to the client with out being prompted to.”
The company replied on 2023-06-26: “Thank you for your feedback Mr Dunkerton. We are glad we have now spoken over the phone and you explained that your confirmation of trade was sent to you 40 mins late. We will make sure that does not…”
Our classifier read this reply as a substantive response.
Misleading pricing
2 reports · 33% of complaints“You will find better rates and a speedy service without having to pay priority rates”
The company replied on 2018-09-16: “Dear Miguel, It is such a shame you feel this way as our service has been perfect for your transactions until now. We have taken the time to read why we have been given our first ever 1 star review…”
Our classifier read this reply as a deflection.
“I got a terrible rate in the end being told hold on it will be better tomorrow.”
The company replied on 2018-07-27: “Dear Mr Wilshire, We are shocked and disappointed to hear about your experience with us. As you can see from our trust pilot page we have not had a review like this before and we will work on a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare Excel Currencies with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-20.