FAQ

Payments and transfers

There are no additional payments charges when using your GlobeFX account.

There are no annual or maintainence costs with your GlobeFX account 

There are no minimum or maximum transaction amounts, however you will get more savings with larger transaction amounts.

If you're unhappy with any aspect of your transaction with us, please contact your relationship manager. We appreciate all feedback, both positive and negative, as it helps us tailor our services to your requirements. 

A SWIFT code is used to determine which bank you are using when you are transacting, whilst your IBAN identifies the specific account you are using to make a payment or transfer.

A telegraphic transfer, or TT, is a way of sending funds electronically. Also known as telex transfers, the name harks back to when sending money meant sending a printed message using a teleprinter. TT transfers today are online and one of the fastest ways to make an international money transfer. 

A beneficiary is the person or organisation you wish to pay, also referred to as a payee.

Currencies*Time taken from Value Date
USD, GBP, EUR, SGDLess than 24 hours
AUD, NZD, HKD, CADUp to 24 hours
MYR, AED, ILS1 business day
JPY, CNH, THB1-2 business days
PHP, INR, IDRUp to 3 business days

When funds are posted to your account, in line with
regulatory requirements, the regulated
[The Currency Cloud Limited] institutions who we work with
safeguard your funds. This means that the funds shown in
your payment account or e-wallet are held at reputable
banks or covered by an insurance policy, and most
importantly, are protected for you in the event of our
partner [The Currency Cloud Limited] institutions’, or our,
insolvency. Our partners stop safeguarding your funds
when the money has been paid out of your account to
your beneficiary’s account.

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which may have resulted in (or may result in) financial loss, material distress or material inconvenience.

We take every complaint very seriously and aim to resolve most complaints within 10 business days.

When making a complaint, please outline the following information:

  • The date of the complaint
  • The nature of your complaint
  • The impact on you (personal client) / business (corporate client)
  • Your contact details
  • Any additional information

Please email the info to complaints@globefx.uk .

A member of our team will confirm receipt of your complaint and will aim to resolve the complaint within 10  business days.

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud. These partners ultimately provide you with the payment and e-money REGULATED SERVICES in the UK, EU and US.

These partners have certain obligations as regulated financial services institutions, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.

However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currency Cloud’s complaints information can be found here.

If, for whatever reason, you are unhappy with the response, you can request further assistance from the relevant government body.

If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.

If you are resident in the EU you can contact the Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details and how to contact Kifid can be found here.

  • EUR - IBAN and SWIFT
  • CAD - Account number, SWIFT and Transit code
  • AUD - Account number, SWIFT or BSB code
  • NZD - Account number, 6-digit bank code and SWIFT
  • USD - Account number, ABA routing number or SWIFT
  • GBP - Account number and sort code or SWIFT and IBAN
  • INR - Account number, SWIFT and IFSC number, reason for transfer
  • CNH - Account number, SWIFT
  • ILS - iban, swift and beneficiary address

As the payment will be coming from your account , the funds will arrive in your beneficiary's account in your name. 

Once you've booked your trade, you'll receive an email confirmation which includes your account details. It'll also tell you the date on which you need to send the money to us by.

This doesn't often happen, but if your funds don't arrive within the expected time, let us know as soon as possible so that we can set up an investigation. We will keep you informed every step of the way, until the issue is resolved and your beneficiary has received the funds. 

If you have provided an incorrect account number, name, address, or payment reference before the payment is processed on our side, we may be able to change the details for you.

In cases where the payment has already been processed by Globe X we may be able to issue an amendment request to the beneficiary bank,   although in some instances we may have to wait for funds to return in order to reprocess the payment. The course of action will be determined by the currency, bank or destination, so we recommend you discuss this with your relationship manager.

Unfortunately, if a payment has been made to the wrong bank (if your beneficiary has provided the wrong SWIFT BIC or sort code, for example), our only options are to wait for a return of funds or to recall the payment from the incorrect destination. 

We may be able to initiate a payment recall on a ‘best endeavour’ basis if you require funds to be returned – just let your relationship manager know.

Also be aware, that your beneficiary may have to authorise the return of the payment, it is essential to make them aware of their role in the investigation.

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