Complaints

 

How to complain

DT&T Corporation is committed to delivering excellent customer satisfaction. But, if you’ve got a complaint about us, please let us know so we can help. We really value your feedback.

We use your comments to improve what we do, based on what you told us. We promise we’ll resolve your complaint fairly, for free, and in a timely manner.


What we do when you complain

  1. We’ll acknowledge your complaint as soon as possible.
  • Email – within 24 business hours
  • Phone – between 9am- 6pm, Monday to Saturday
  • Letter – within 24 hours of receiving it

 

  1. We’ll do everything we can to resolve your complaint by the end of the next business day.

If we can’t, we’ll either:

– Contact you within three working days to tell you what we’ve done to resolve the issue.

Or

– We’ll acknowledge your complaint and let you know when you can expect a full response. This will typically be within 15 days, however where there are exceptional circumstances, we may take longer than this to investigate and resolve your complaint. We’ll write to you to let you know if we need longer than 15 days.

  1. Haven’t had a resolution within 15 days or if you’re unhappy with our decision?

 

The Financial Ombudsman Service is your next step. You can contact them using below details:

Website           www.financial-ombudsman.org.uk
Telephone       0800 023 4567

 

There’s lots of ways you can get in touch:

Phone

You can contact our Customer Support team by phoning us on 020 8866444, we are here to help you 9am-6pm, 6 days a week.

Write to us

If you’d prefer to send us a letter, our address is:

DT&T Corporation Ltd
3 Harbour Exchange Square
London
E14 9GE

Once we’ve got your letter, we’ll get in touch with you, so please let us know the best time and way to contact you.

Email

Drop a line to support@dttcl.com and we’ll let you know we’ve got your email within four hours. But, remember email isn’t a secure way to get in touch with us, so please don’t put any confidential information in your email.

We love technology, but don't do complicated customer support systems and robots. We have a legendary, friendly and knowledgeable support team ready to assist you. We are human after all.

Track your transfers and set up new ones on the go.

Frequently Asked Questions

Why should I choose DT&T instead of my bank?

DT&T can save you money by using our experience, market knowledge, technology and focus to get you the most competitive exchange rates. We also take the time to understand your requirements, which helps us suggest the best solutions to maximise the value of your currency transfer. Foreign exchange can be complicated, and our experts are on hand to guide you every step of the way.

How do I know my money is safe with DT &T?

Your funds are always held in segregated accounts, which are totally independent of our business accounts. Furthermore, we do not speculate on currency, we buy 'back to back', immediately booking a corresponding trade with our counter parties to cover your position, eliminating any market exposure. We exceed the capital requirements specified by the FCA for an authorised payments institution.

How much money can I transfer?

Some clients need to transfer larger amounts for commercial transactions or overseas property purchase. Others have different requirements such as sending small amounts to friends and family abroad or for converting income or paying a foreign currency mortgage. We cater for all needs.

How do I set up a DT &T Account, and how long will it take?

We like to save you time as well as money, and that’s why opening an Account takes just a few moments. You can complete an Account Agreement online or request a copy from a member of our team by calling +44 (0)20 8806 6444. There is no obligation to trade with us if you open an account, but doing so now means you won't have to wait at all when the time to trade arrives.

How long do international money transfer take?

Depending on the currency required and banking cut-off times, you can purchase your currency and have it transferred to its’ destination on the same day. In many cases the transfer will reach the beneficiary the next day after we receive your funds, but sometimes it can take a day or two longer depending on the countries and currencies involved.

How do customers pay funds to DT&T?

DT&T maintains accounts in all major currencies, ensuring you can transfer funds quickly and reliably to us. Banks in most countries have Electronic Funds Transfer (EFT) as an option in internet banking and this is the most common way customers send funds to us. Please note we do not accept cash or cheques into our accounts.

Who can use DT&T Payments Service?

Companies and individuals who wish to send money in a foreign currency to a person or company in another country can use the DT&T service. The recipient of the transfer must have a bank account that funds can be paid into. Often private customers are sending money between their own accounts in two different countries. Corporate customers are usually transferring funds to overseas suppliers, or repatriating overseas earnings.

How do I make a complaint?

Keeping our customers happy is important to us. If you have a problem we’ll do everything we can to put matters right as quickly as possible through our official complaints procedure here.