12 Jul 2011 3:31 PM:

Hi Tony

My apologies for not making myself clear.  These changes do not come into affect until the beginning of August.  At this point we will separate out the fee from the exchange rate.  The fee is not additional so the exchange rates offered will automatically improve as they won't incorporate this fee which is currently bundled into the rates. 

As I said we are not levying an additonal £9 fee on each transaction.  Quite the opposite in fact - we are simply trying to be more transparent with clients who undertake smaller transfers as the fees can have a significant impact on the rate received.

Best regards

Mark

 

 

Thread: HiFX to charge

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12 Jul 2011 11:46 AM:

Dear Tony

I agree that the lady you spoke to could have been clearer in her explanation of the changes we are making but she was correct when she said that they are very much based on feedback from clients.  Let me therefore try to clarify the situation for you. 

Previously, on all transactions, the fees were wrapped up into an all inclusive rate of exchange.  The feedback we have had is that clients transacting smaller amounts would prefer to see a complete breakdown of their quotations so that they can be totally clear about what the total cost is made up of.  Essentially most banks and brokers charge fees and clients were finding it difficult to do the comparisons. 

Therefore, from August 1st for transactions below £3,000, we will be showing clients an improved exchange rate and the transfer fee as separate items. We are confident that the fee of £9 for such transactions is one of the lowest in the market.  In addition by choosing HiFX  you get the peace of mind of knowing you are dealing with an FSA regulated company and that we use Verisign security used by 97 of the worlds top 100 banks etc.  With regards Currencywise, from memory I think they charge a small fee (£7) but this is on all priority transfers and not just those below £3,000 so as you rightly say it just depends on what you're looking to do and how much you're looking to transfer. 

I hope the above reassures you that it has been a carefully considered business decision which has taken our clients feedback into account.  We are confident that you will continue to find us to be competitively priced and would like to reassure you that our overall offering and service hasn't changed. 

Best regards

 

Mark Bodega

Director - HiFX

Thread: HiFX to charge

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13 Aug 2010 6:13 PM:

Hi there,

 

Thread: transferring money .

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17 Jan 2007 7:42 PM:

To all,

As Marketing Director of HIFX may I take this opportunity to personally apologise for any poor customer service that users EyeonSpain may have experienced.  James and Warren who run our Back Office have also asked me to pass on their sincere apologies.

Every year, HIFX invests in new technology to further improve the levels of customer service we provide.  As part of this ongoing investment we recently implemented a new straight through processing solution to give our customers access to faster, more secure payments and receipts.  Unfortunately, as a result, a very small number of customers experienced substandard service.

As the UK’s leading independent currency specialist, we take all customer service issues very seriously.

I would therefore like to encourage users of this board who have experienced issues with our service to contact me immediately. I would also like to encourage any HIFX customer reading this post to again contact me personally with any specific feedback or comments relating to the service they received.

We are constantly sent letters from customers congratulating us on the courteous, simple and cost effective service we provide and the friendly nature of our staff. However as an organisation which is continually striving to improve customer satisfaction and the services we provide, we need to hear the negative comments too.

If you feel there are any aspects of our service which could be improved please let us know immediately and we will endeavour to address the issues as a matter of priority.

Yours sincerely.

Mark Bodega
Marketing Director
HIFX PLC
+44 (0)1753 751776
mark.bodega@hifx.co.uk

Thread: HELP NEEDED URGENTLY

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17 Jan 2007 7:37 PM:

To all,

As Marketing Director of HIFX may I take this opportunity to personally apologise for any poor customer service that users of EyeonSpain may have experienced.  James and Warren who run our Back Office have also asked me to pass on their sincere apologies.

Every year, HIFX invests in new technology to further improve the levels of customer service we provide.  As part of this ongoing investment we recently implemented a new straight through processing solution to give our customers access to faster, more secure payments and receipts.  Unfortunately, as a result, a very small number of customers experienced substandard service.

As the UK’s leading independent currency specialist, we take all customer service issues very seriously.

I would therefore like to encourage users of this board who have experienced issues with our service to contact me directly. I would also like to encourage any HIFX customer reading this post to again contact me personally with any specific feedback or comments relating to the service they received.

We are constantly sent letters from customers congratulating us on the courteous, simple and cost effective service we provide and the friendly nature of our staff. However as an organisation which is continually striving to improve customer satisfaction and the services we provide, we need to hear the negative comments too.

If you feel there are any aspects of our service which could be improved please let us know immediately and we will endeavour to address the issues as a matter of priority.

Yours sincerely.

Mark Bodega
Marketing Director
HIFX PLC
+44 (0)1753 751776
mark.bodega@hifx.co.uk

Thread: HiFX problems, delays transferring money

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