eurochange: most-reported complaints
Automated analysis of 471 public Trustpilot reviews published 2026-05-25 to 2026-09-23. TrustScore 4.7 from 26,015 total reviews — see the Trustpilot page. Quick answer: is eurochange legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report unhelpful support, which accounts for 28% of the 64 complaints identified in the analyzed period. Delivery failures and other issues follow, representing 14% and 22% of complaints respectively. Misleading pricing is also cited, making up 12% of the reported issues. Trends indicate that complaints regarding support, delivery, and pricing are rising, while other issues are falling.
How to reach eurochange
These are the contact details eurochange publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone +44 (0) 333 2401687, email [email protected].
The company claimed its Trustpilot profile on 2016-03-23, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-02. Trustpilot ranks it 17 of 34 in Currency Exchange Service. We last checked this profile on 2026-09-23 and found 24 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: EUROCHANGE LIMITED (no. 02519424), active, incorporated 1990 (36.1 years); next accounts due 2026-12-28, last accounts filed 2025-05-12. 2 current officers (25 on record historically), 2 resignations in the last 24 months; 4 filings in the last 12 months (210 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 19 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: “Eurochange reviews?”, “Travel money fiasco (eurochange) help please.”, “E: 31/08 Win a £50 foreign currency from Eurochange, Meadowhall”.
Elsewhere: 4.9★ on Google (1,494 reviews) · 4.8★ App Store (516) · 4.6★ Google Play (142)
TrustScore over time
4.7 → 4.7 across 14 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 (92%, 6.8d) · 2026-08-18 (92%, 6.8d) · 2026-08-21 (91%, 6.8d) · 2026-08-24 (91%, 6.8d) · 2026-08-27 (90%, 6.8d) · 2026-09-01 (87%, 6.3d) · 2026-09-04 (82%, 6.3d) · 2026-09-07 (79%, 6.3d) · 2026-09-11 (79%, 6.3d) · 2026-09-14 (79%, 6.3d) · 2026-09-17 (77%, 6.3d) · 2026-09-20 (74%, 6.3d) · 2026-09-23 (74%, 6.3d).
Severity: 31% of this company’s 64 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In October 2024, 53% of 17 one-to-three-star reviews were 1★; in September 2026, 83% of 18.
Counted from October 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.1 days between the experience and publishing their negative review (416 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 2 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2015-08-17 to 2019-12-06, 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.
Measured reply time: across 586 negative reviews that received a public reply, the median wait was 1.5 days — the company profile reports an average of 6 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 586 company replies to negative reviews analysed, 58% engaged with the specific problem and 21% were generic templates.
Review provenance: 380 company-invited reviews in the recent window average 4.79★, while 68 organic (uninvited) reviews average 3.50★.
10% of its 384 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 28% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 1,710 of this company’s 26,015 Trustpilot reviews (7%) were written in the last 12 months.
What are the most common complaints about eurochange?
Support unhelpful
18 reports · 28% of complaintsrising since 2026-09“not one penny arrived although it was with special guaranteed delivery through royal mail.”
1 reader marked this review helpful on Trustpilot.
“At no point during the online process was I informed that I would need anything other than photo ID.”
The company replied on 2026-07-20: “Hi Sam, Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and appreciate how frustrating this must have been. While we may occasionally need to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I'm not going to serve you and to go away this is appalling customer service”
The company replied on 2026-07-14: “Hi, we're very sorry to hear about your experience at our eurochange Ltd branch and take matters like this seriously. If you would like to speak with a member of the team in more detail regarding…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Other
14 reports · 22% of complaintsfalling“1 star because I did subscribe to your emails and you have bombarded me ever since.”
1 reader marked this review helpful on Trustpilot.
“The exchange rate wasn’t great”
The company replied on 2026-07-05: “Hi SB Thank you for your feedback. We're sorry to hear you were disappointed with your experience. At the time of your order, the exchange rate for Moroccan Dirham (MAD) was clearly displayed and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“We are now waiting for a refund that could take 7 days to appear”
The company replied on 2026-07-20: “Hi, Thank you for taking the time to share your feedback. We’re sorry to hear about the difficulties you experienced when collecting your order and understand how frustrating this must have been,…”
Our classifier read this reply as a deflection.
Delivery failed
9 reports · 14% of complaintsrising since 2026-09“not one penny arrived although it was with special guaranteed delivery through royal mail.”
1 reader marked this review helpful on Trustpilot.
“store cannot give me a refund”
1 reader marked this review helpful on Trustpilot.
“Ordered & never received them on the day they were supposed to be delivered”
1 reader marked this review helpful on Trustpilot.
Misleading pricing
8 reports · 12% of complaintsrising since 2026-09“At no point during the online process was I informed that I would need anything other than photo ID.”
The company replied on 2026-07-20: “Hi Sam, Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and appreciate how frustrating this must have been. While we may occasionally need to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“If I had been told when buying online that there was a time limit to return unused currency I would not have paid extra for buy back”
The company replied on 2026-08-02: “Hi Neil, Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and the inconvenience this caused you. We understand how important it is that all…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“The prices hadn't been updated on the posters”
1 reader marked this review helpful on Trustpilot.
Support unreachable
8 reports · 12% of complaintsrising since 2026-09“nobody in the shop to help me , shop closed for 45 minutes with a sign on the door”
1 reader marked this review helpful on Trustpilot.
“I understand they are now Western Union, hoe many illegal migrants will they be checking on when they send money home.”
The company replied on 2026-07-20: “Hi Martin, Thank you for taking the time to share your feedback. We’re sorry to hear about your experience when returning to exchange your unused currency. We understand that being asked for…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“place was closed and had not been open all day. Rang 3 times before getting through, said should have had email but didn’t get this.”
Delivery late
6 reports · 9% of complaintsrising since 2026-09“Were delivered too late to use!”
The company replied on 2026-07-20: “Hi Lisa, Thank you for taking the time to leave your feedback. We're sorry to hear that your order arrived too late to be of use. We understand how disappointing this must have been, especially when…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“supposed next day delivery and failed to deliver my euros so now have no cash for holiday.”
“Didn't come had to chase it up”
Compare eurochange 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 2026-09-23.