Travel FX Delays £1,500 Refund: Singapore Dollars Missing in Action!

On 5 July, I procured £1,500 in Singapore dollars via Travel FX.

Despite the funds being debited from my account and the promise of next-day delivery by Royal Mail, I never received the currency. Travel FX declared that the issue was now in Royal Mail’s hands, absolving themselves of direct responsibility.

Compelled by circumstances, I had to secure an additional £1,500 from another vendor. Travel FX maintained that any resolution depended on Royal Mail’s internal investigation and subsequent compensation to Travel FX.

In response to my frustrations over the delays, Travel FX suggested that waiting patiently would be the most cost-effective approach for me.

CS, Farnborough

The stance held by Travel FX, which places the onus of compensation on Royal Mail as per their terms and conditions, effectively shifts the burden of fulfillment failure onto the mail carrier. It’s Royal Mail’s responsibility to probe into the missing funds and decide on the issuance of any insurance reimbursements to Travel FX.

Should Royal Mail determine no fault on its part, the customer is left without recourse.

Additionally, Travel FX stipulates a five working day period before it will file a claim with Royal Mail, which itself may take up to 30 working days to conduct an investigation.

As the customer, your ability to directly influence the process is limited since Travel FX, not you, is recognized as the customer by Royal Mail.

My research into other currency exchange services revealed similar terms and conditions concerning home deliveries. According to consumer lawyer Gary Rycroft, this practice could potentially violate the Consumer Rights Act 2015, which generally mandates that the vendor ensures the delivery of goods and services. Although an exemption exists for the “supply” of currency, Rycroft notes a legal distinction between “supplying” and “delivering” currency.

Travel FX conceded that there is a debate over the interpretation of the law but claimed that supporting their customers has always been their primary concern.

“The prolonged investigation by Royal Mail in this case is admittedly frustrating for both the customer and us,” stated a representative from Travel FX.

Impressively, following my involvement, Travel FX managed to issue a refund within three days, 74 days after the original order was placed.

Royal Mail has not responded to my inquiries for comment. Considering these risks associated with home delivery, I plan to purchase currency in person in the future.

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