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AviationForex

Specialist foreign exchange and international payments for aviation businesses.

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+44 207 164 6502
info@aviationforex.com
450 Bath Road, Heathrow, London, UB7 0EB, United Kingdom

Legal & compliance

Customer policies

Regulatory disclosures

UK regulatory disclosure

Payment and e-money services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered office: 1 Sheldon Square, London, W2 6TT, United Kingdom. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199).

EEA end customers

For clients based in the European Economic Area, the issuance of e-money and the provision of related payment services for AviationForex are provided by CurrencyCloud B.V. CurrencyCloud B.V. is registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office: Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701).

United States end customers

Payment services in the United States are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed on the Visa website. VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.

Privacy Policy

This notice applies to AviationForex products and services. AviationForex Limited owns and operates aviationforex.com and is registered in England and Wales under company number 09321186.

Information we collect

We may collect personal and contact details, identification and verification information, company information, transaction and payment details, correspondence, online activity and information required for regulatory, fraud-prevention and business-acceptance purposes.

How information is used

To provide, administer and improve our services.
To verify identity and understand the purpose of transactions.
To protect clients and prevent fraud, money laundering and financial crime.
To meet legal and regulatory duties.
To communicate about accounts, security, support and relevant services.

Sharing and rights

Information may be shared where necessary with payment partners, identity and fraud-prevention providers, professional advisers and public authorities. You may have rights to access, correct, restrict, delete, transfer or object to the use of your information. Contact AviationForex’s Data Protection Officer using the contact details on this site.

Terms of Service

These terms explain how you may use aviationforex.com as a visitor or registered user. By accessing or using the site, you agree to comply with these terms. If you do not agree, you should not use the site.

About AviationForex

The site is operated by AviationForex Limited, registered in England and Wales under company number 09321186. The head office is at 450 Bath Road, Heathrow, London, United Kingdom.

Payment services

Payment and e-money services are provided by The Currency Cloud Limited, registered in England under number 06323311 and authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (FRN 900199). Separate product, account and Currencycloud terms may apply when you register for or use services.

Using this site

Information is supplied for general purposes and may be updated. You must provide accurate information, must not misuse the site, attempt unauthorised access or introduce malicious material, and remain responsible for protecting your account credentials. Links to third-party services are provided for convenience and those services have their own terms.

Safeguarding Funds

Ensuring our clients funds are held safely and securely is of paramount importance.

When funds are posted to your account, e-money is issued in exchange for these funds, by an Electronic Money Institution who we work with, called Currencycloud. In line with regulatory requirements, Currencycloud safeguards your funds. This means that the money behind the balance you see in your account is held at a reputable bank and, most importantly, is protected for you in the unlikely event of Currencycloud’s, or our insolvency. Currencycloud stops safeguarding your funds when the money has been paid out of your account to your beneficiary’s account.

In 2021, Currencycloud was acquired by Visa Inc. By choosing Currencycloud as our e-money provider, we have peace of mind knowing that they are backed by one of the world’s largest capitalised financial institutions.

AviationForex Complaints Procedure

Introduction: At AviationForex, we strive to provide excellent service and support to our clients. However, we acknowledge that sometimes things may not go as planned. This procedure is designed to guide you through the process of raising a complaint with us, ensuring that your concerns are addressed promptly and effectively.

We are your first port of call for any queries or concerns including complaints. We will handle these complaints in line with our complaints process. Please send queries to [email protected], and we aim to respond within one business day.

In certain instances, a complaint may need to be escalated and we therefore may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

In exceptional circumstances, where we’re unable to provide a resolution within the 15 business day period, we have up to 35 business days from the date of receipt to provide a final response. If your complaint falls under exceptional circumstances, or needs to be escalated, a member of our team will notify you.

We work with FCA Regulated e-money and payment institutions, but our principle provider is the Currency Cloud. Currency Cloud supports us with regulated payment services and ultimately have certain obligations as a regulated financial services institution, including around complaints.

We keep them informed of the complaints we receive regarding the regulated payments and e-money services they ultimately provide. They oversee how we handle complaints to ensure we do this to the standard required by the regulator.

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, Currencycloud’s complaints information can be found here.

If you’re unhappy with the resolution provided, you can contact the Financial Ombudsman Service (FOS) and information on how to do so can be found here.

KIFID: Email – [email protected] / Telephone – 070 – 333 8 999 / Website https://www.kifid.nl/, so EEA End-Clients are correctly signposted should Aviation Forex Limited be unable to resolve the complaint.

AviationForex Vulnerable Customers Policy

1. Purpose

This policy outlines AviationForex’s commitment to recognizing and supporting customers who are considered vulnerable due to age, disability, mental health issues, language barriers, financial hardship, or any other factor that significantly affects their ability to access our services. We aim to ensure that vulnerable customers receive considerate, respectful, and supportive service tailored to their specific needs. We are not permitted to accept applications from individuals who are under the age of 18. Clients who are turning 70 years of age and over we require a picture of the client holding the photograph holding their proof of identity, in addition to another method of standard verification. We may also request further KYC for further compliance.

2. Definition of Vulnerable Customers

A vulnerable customer is anyone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care. These circumstances may include:

Mental health conditions
Physical disability
Advanced age or frailty
Recent bereavement or significant life event
Financial hardship or over-indebtedness
Communication or comprehension difficulties
Lack of support networks

3. Identifying Vulnerable Customers

AviationForex staff are trained to identify signs of vulnerability through regular interactions with customers and to adjust their approach accordingly. Identifying a vulnerable customer may come from:

Direct disclosure by the customer
Observation of customer behavior
Third-party information (subject to confidentiality constraints)

4. Training and Awareness

All employees receive training on how to recognize and support vulnerable customers, including how to approach sensitive situations with empathy and discretion. Ongoing training ensures that our staff are equipped to provide the highest standard of service, keeping abreast of best practices in vulnerability support.

5. Providing Support

We commit to:

Tailoring our communication to ensure that information is clear, simple, and easily accessible.
Offering additional support or services where necessary, such as more frequent reviews of service needs or referrals to professional support agencies.
Ensuring that all customer-facing staff know how to assist vulnerable customers and are aware of internal and external assistance options available.

6. Data Protection

Personal information regarding the circumstances of a vulnerable customer is treated with the utmost confidentiality and in accordance with relevant data protection laws. We ensure that this information is used solely to enhance the service provided to the customer.

7. Feedback and Continuous Improvement

AviationForex is committed to continuously improving how we serve vulnerable customers. We encourage feedback on our services and use this to refine our policies and practices. Feedback can be provided through our customer service channels.

8. Policy Review

This policy will be reviewed annually to ensure it remains relevant and effective in identifying and supporting our vulnerable customers. We will consider feedback from customers and staff, changes in legal and regulatory frameworks, and advancements in best practices.

9. Contact Information

For further information on this policy or to seek assistance, customers can contact us at [email protected].

This Vulnerable Customers Policy provides a framework that helps ensure all customers of AviationForex, especially those who are vulnerable, are treated with fairness and respect. It should be tailored to reflect the specific services offered by AviationForex and comply with local regulations.

Data Privacy & Processing Policy

Data Privacy and Processing Policy

AviationForex is committed to protecting the privacy and security of personal data collected from clients, partners and employees. This policy applies to information collected through the website, direct interactions and appropriate third-party sources.

Information and purposes

We may process identity, contact, company, financial, payment and business-acceptance information to provide and improve services, maintain records, send account or security communications, meet legal and regulatory obligations, prevent fraud and respond to enquiries.

Sharing, security and retention

Information may be shared with service providers, business partners and public or regulatory authorities where necessary and lawful. We use appropriate organisational and technical safeguards, including controlled access and secure storage. Data is retained only for as long as necessary for the purpose collected and to meet legal, accounting and reporting requirements.

Your rights

Depending on applicable law, you may ask to access, correct, delete, restrict or transfer your personal data, or object to particular processing. Contact AviationForex to exercise these rights or ask a privacy question.