Key Currency: most-reported complaints
Automated analysis of 325 public Trustpilot reviews published 2021-07-28 to 2026-09-23. TrustScore 4.9 from 3,882 total reviews — see the Trustpilot page. Quick answer: is Key Currency legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report misleading pricing, which accounts for 48% of the 42 identified complaints and shows a rising trend. Overcharging is the second most common issue, cited in 38% of complaints with a falling trend. Support unreachable concerns make up 17% of reports and are also decreasing, while other issues account for 14% of complaints and are rising.
How to reach Key Currency
These are the contact details Key Currency publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01872 487500, email [email protected], address Suite 1, CMA House, Newham Road, Truro, TR1 2SU, GB.
The company claimed its Trustpilot profile on 2015-07-13 and uses Trustpilot’s paid features. Trustpilot ranks it 10 of 31 in Currency Exchange Service. We last checked this profile on 2026-09-24 and found 6 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 4 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. Recent thread titles: “euros to sterling”, “Transfer of house sale proceeds from Ireland to Uk”, “Sending money to family abroad”.
Elsewhere: 4.8★ on Google (432 reviews)
TrustScore over time
4.9 → 4.9 across 15 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: 2026-08-12 (0%, 0.0d) · 2026-08-15 (0%, 0.0d) · 2026-08-18 (0%, 0.0d) · 2026-08-21 (0%, 0.0d) · 2026-08-24 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-08-30 (0%, 0.0d) · 2026-09-02 (0%, 0.0d) · 2026-09-08 (0%, 0.0d) · 2026-09-11 (0%, 0.0d) · 2026-09-14 (0%, 0.0d) · 2026-09-17 (0%, 0.0d) · 2026-09-21 (0%, 0.0d) · 2026-09-24 (0%, 0.0d).
Severity: 48% of this company’s 42 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 3.8 days between the experience and publishing their negative review (38 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 8 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2020-01-02 to 2025-04-08, 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.
Review provenance: 245 company-invited reviews in the recent window average 4.98★, while 43 organic (uninvited) reviews average 4.16★.
21% of its 275 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: misleading pricing makes up 48% of this company’s complaints vs a 12% median across 89 ranked companies in its sector.
Review velocity: 794 of this company’s 3,882 Trustpilot reviews (20%) were written in the last 12 months.
What are the most common complaints about Key Currency?
Misleading pricing
20 reports · 48% of complaintsrising since 2025-05“they told me there would be no commission and once they had my money offered me a very poor rate”
9 readers marked this review helpful on Trustpilot.
“So in summary I was pleased with the efficiency of how the transaction took place but not happy with the discrepancy between initial quote and reality.”
6 readers marked this review helpful on Trustpilot.
“final rate was 1.7% lower than the market rate / original quote”
5 readers marked this review helpful on Trustpilot.
Overcharging
16 reports · 38% of complaintsfalling“received less than £124600 whilst another agent offered - unfortunately too late - more than £130300, a loss of around £5,800!”
6 readers marked this review helpful on Trustpilot.
“they cost me over £3000 MORE in their hidden commission.”
4 readers marked this review helpful on Trustpilot.
“Once Key Curr had my cheque to transfer to UK they gave me 0.7857 which equated to over a £7k loss or cost”
4 readers marked this review helpful on Trustpilot.
Support unreachable
7 reports · 17% of complaintsfalling“After I blocked his number I counted 57 phone calls (fifty seven calls) from a suppressed privat number today.”
5 readers marked this review helpful on Trustpilot.
“I was promised a call to discuss it. Needless to say no one called me.”
3 readers marked this review helpful on Trustpilot.
“Spent ages on the phone with 4 different employees, exchanged over 10 mails and still no result.”
3 readers marked this review helpful on Trustpilot.
Other
6 reports · 14% of complaintsrising since 2025-05“After I blocked his number I counted 57 phone calls (fifty seven calls) from a suppressed privat number today.”
5 readers marked this review helpful on Trustpilot.
“Key Currency did not disclose vital, relevant, critical information to us before it was too late”
4 readers marked this review helpful on Trustpilot.
“Slow to return my funds and communicate.”
3 readers marked this review helpful on Trustpilot.
Support unhelpful
5 reports · 12% of complaintssteady“they told me there would be no commission and once they had my money offered me a very poor rate”
9 readers marked this review helpful on Trustpilot.
“Spent ages on the phone with 4 different employees, exchanged over 10 mails and still no result.”
3 readers marked this review helpful on Trustpilot.
“I was paying 5% above the base exchange rate”
1 reader marked this review helpful on Trustpilot.
Account/app problems
2 reports · 5% of complaintsrising since 2025-05“compliance team refuse to do my transfer”
1 reader marked this review helpful on Trustpilot.
“never got the email, currently no confidence in the company as wanted to transfer a reasonable sum”
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 2026-09-24.