Currency Solutions: most-reported complaints
- Complaints in recent reviews
- 0% of 223 recent reviews analysed
- Most-reported issue
- Support unhelpful 39% of complaints
- Company replies
- 0% of negative reviews, typically within a day
- TrustScore
- 5 from 2,967 total reviews
- Review window analysed
- 2012-03-01 to 2026-10-25 262 reviews
- Sector
- Banking & Money
Automated analysis of 262 public Trustpilot reviews published 2012-03-01 to 2026-10-25. TrustScore 5 from 2,967 total reviews — see the Trustpilot page. Quick answer: is Currency Solutions legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 39% of the 33 complaints identified. Other frequent issues include billing errors and misleading pricing, each cited in 21% of complaints. A remaining 30% of complaints fall under other categories, such as delayed refunds. No clear trend can be established for these issues due to insufficient review volume.
Not enough reviews to establish a trend.
What are the most common complaints about Currency Solutions?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Support unhelpful | 39% | 13 | ||
| Other | 30% | 10 | ||
| Misleading pricing | 21% | 7 | ||
| Billing errors | 21% | 7 | ||
| Support unreachable | 18% | 6 | ||
| Overcharging | 12% | 4 |
Support unhelpful
13 reports · 39% of complaints“push you into contracts that never work out in your favour”
2 readers marked this review helpful on Trustpilot.
“they refused to give me a reason and it took them 14 days to return my money”
The company replied on 2016-09-20: “Dear Nick, We are a regulated firm and have obligations to comply to UK Law. You may recall that our Teams went to some length to reasonably assist you. However, as you are aware, the beneficiary…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“they have failed to transfer on the due date to our account”
1 reader marked this review helpful on Trustpilot.
Other
10 reports · 30% of complaints“they refused to give me a reason and it took them 14 days to return my money”
The company replied on 2016-09-20: “Dear Nick, We are a regulated firm and have obligations to comply to UK Law. You may recall that our Teams went to some length to reasonably assist you. However, as you are aware, the beneficiary…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I don't know what do to, I begged and begged but got no real response from Currency Solutions”
The company replied on 2016-02-01: “We are really sorry that we were unable to help you with your recent transaction. We have a robust compliance procedure which is governed and regulated by the FCA and HMRC. The purpose of these Laws…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Currency Solutions sent a copy of my passport and bank statement to another customer.”
The company replied on 2024-02-29: “We sincerely apologise for the distressing experience you've encountered, Christopher. Your privacy and security are of paramount importance to us, and we deeply regret any breach of trust that…”
Our classifier read this reply as a template response.
Misleading pricing
7 reports · 21% of complaints“push you into contracts that never work out in your favour”
2 readers marked this review helpful on Trustpilot.
“They assured me that they were.I went ahead,and on the same day I realised I was worse off by 1,000 Euros”
The company replied on 2021-12-15: “Hi Juan, Thank you for taking the time to reach out to us. I’m sorry to hear that you weren’t happy with your experience on this occasion. We believe that our rates are incredibly fair, and good…”
Our classifier read this reply as a deflection.
“I felt coerced into accepting a bad rate on the phone”
The company replied on 2021-09-16: “We are very sorry that you were unhappy with the service you received from Currency Solutions. However, we strongly refute any accusations that you were coerced into booking an unfavourable trade…”
Our classifier read this reply as a deflection.
Billing errors
7 reports · 21% of complaints“they have failed to transfer on the due date to our account”
1 reader marked this review helpful on Trustpilot.
“I then find out they have sent to it my personal account in Spain by mistake.”
The company replied on 2024-03-04: “Thank you for your review, Pete. We sincerely apologise for the inconvenience you've been experiencing. Such errors are rare and do not reflect our standard of service. We're actively investigating…”
Our classifier read this reply as a template response.
“Leaving me in a situation where they kept my funds didn't pay my supplier”
The company replied on 2024-02-29: “Your loyalty over the past 15 years means a great deal to us, and we're really sorry to hear that we fell short of your expectations this time. Rest assured, we take your feedback seriously and are…”
Our classifier read this reply as a template response.
Support unreachable
6 reports · 18% of complaints“I don't know what do to, I begged and begged but got no real response from Currency Solutions”
The company replied on 2016-02-01: “We are really sorry that we were unable to help you with your recent transaction. We have a robust compliance procedure which is governed and regulated by the FCA and HMRC. The purpose of these Laws…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Paul never returned my calls or email. No one ever contacted me”
1 reader marked this review helpful on Trustpilot.
“Never received any phone calls from them”
The company replied on 2018-05-11: “Dear Tapan, we have investigated your complaint. But we can see from our CRM system and Voice Recordings that your personal dealer and our administration team tried to call you on several occasions…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Overcharging
4 reports · 12% of complaints“They assured me that they were.I went ahead,and on the same day I realised I was worse off by 1,000 Euros”
The company replied on 2021-12-15: “Hi Juan, Thank you for taking the time to reach out to us. I’m sorry to hear that you weren’t happy with your experience on this occasion. We believe that our rates are incredibly fair, and good…”
Our classifier read this reply as a deflection.
“I felt coerced into accepting a bad rate on the phone”
The company replied on 2021-09-16: “We are very sorry that you were unhappy with the service you received from Currency Solutions. However, we strongly refute any accusations that you were coerced into booking an unfavourable trade…”
Our classifier read this reply as a deflection.
“Once they had my money was quoted awful exchange rates.”
The company replied on 2024-04-15: “We sincerely apologize for the experience you've had. Rest assured, we've escalated this issue to the appropriate departments for thorough review. We're committed to addressing the matter promptly…”
Our classifier read this reply as a template response.
How to reach Currency Solutions
These are the contact details Currency Solutions publishes on its Trustpilot profile, as of our last check on 2026-11-12 — phone +44 20 7740 0000, email [email protected], address Hobbs Court, 2 Jacob Street, London, SE1 2BG, GB.
The company claimed its Trustpilot profile on 2014-06-19 and uses Trustpilot’s paid features. Trustpilot ranks it 2 of 34 in Currency Exchange Service. We last checked this profile on 2026-11-12 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 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: “currency exchange- Help”.
Elsewhere: 4.8★ on Google (334 reviews, as of November 2026)
TrustScore over time
5.0 → 5.0 across 19 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:
Show all 18 dated readings
2026-08-18 (0%, 0.0d) · 2026-08-21 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-09-02 (0%, 0.0d) · 2026-09-15 (0%, 0.0d) · 2026-09-18 (0%, 0.0d) · 2026-09-30 (0%, 0.0d) · 2026-10-03 (0%, 0.0d) · 2026-10-09 (0%, 0.0d) · 2026-10-12 (0%, 0.0d) · 2026-10-19 (0%, 0.0d) · 2026-10-22 (0%, 0.0d) · 2026-10-25 (0%, 0.0d) · 2026-10-28 (0%, 0.0d) · 2026-10-31 (0%, 0.0d) · 2026-11-06 (0%, 0.0d) · 2026-11-09 (0%, 0.0d) · 2026-11-12 (0%, 0.0d).
Severity: 45% of this company’s 33 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Ombudsman outcomes
The Financial Ombudsman Service has published 2 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2016-12-21 to 2017-05-03, 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: within 3 business days
“Upon receiving a complaint, we will acknowledge it promptly, typically within 3 business days of receipt.”
complaint process: within 15 business days
“We aim to resolve complaints within 15 business days after receiving it in cooperation with the relevant departments.”
complaint process: within 35 business days
“The final response will not exceed thirty-five (35) business days from the date the initial receipt of your complaint.”
complaint process: within 15 business days
“Once the investigation is completed, we will provide a final response no later than 15 business days after the receipt of the complaint.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-11-11.
Policy-page monitoring
We monitor this company’s published policy page. No change to the policy text has been detected since we started watching on 2026-09-01.
7 other page edits recorded (dates, counters, menus, banners, or edits we could not verify against the page text) — not listed
Automated change detection on the company’s own published policy page. A change is listed only when a term, price, time limit, right or contact route in the policy text changed; other edits are counted, not listed.
Measured reply time: across 25 negative reviews that received a public reply, the median wait was 2.6 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 25 company replies to negative reviews analysed, 24% engaged with the specific problem and 36% were generic templates.
18% of its 225 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 unhelpful makes up 39% of this company’s complaints vs a 28% median across 176 ranked companies in its sector.
Review velocity: 160 of this company’s 2,967 Trustpilot reviews (5%) were written in the last 12 months.
Other UK companies with evidenced “Support unhelpful” complaints
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See all companies by issue: Support unhelpful · Misleading pricing · Billing errors · Support unreachable · Overcharging · Sector table: Banking & Money in the UK
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 2026-10-28.