FAQs

Our aim is to provide a high level of service to all of our clients all of the time. We value feedback of all kinds from our clients and use it to enhance our products and services. We appreciate that from time to time things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.

If you have a query regarding your account or your dealings with Kantox, you should initially notify the Client Support team as soon as reasonably practicable by email:

Our Client Support team will determine whether the query can be resolved immediately or will require further investigation. Most queries can be resolved immediately or within 24 hours. If your query requires further investigation, we will contact you within 5 business days of the initial query to advise you of the outcome.

Where the initial query is not resolved to your satisfaction or if you wish to make a complaint, you should notify our Compliance Team by email:

Writing to:

The Compliance Officer
Kantox Limited
6 Bevis Marks
London
EC3A 7BA
United Kingdom

We will acknowledge your complaint promptly and inform you who is dealing with it. Your complaint will be handled by someone who was not directly involved with the subject of the complaint.

We aim to resolve your complaint and inform you of the outcome as soon as possible. If we are unable to respond to your complaint within 5 business days of receiving it, we will update you on the status of your complaint until such time as our investigation is complete. If we are unable to resolve your complaint within 8 weeks of receiving it, we will contact you in writing to:

• Explain why we are not in a position to issue a final response to your complaint and to provide an indication of when we expect to be able to provide one;

• Inform you whether you qualify to be able to refer your complaint to the Financial Ombudsman Service (FOS); and

• Provide you with a copy of the FOS explanatory leaflet

In investigating your complaint, we will take into account the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from our regulator, the Financial Conduct Authority (FCA), and from FOS. We will write to you setting out the outcome of your complaint and the supporting reasons including details of how we have calculated any redress.

We will also inform you whether you can refer your complaint to FOS if you remain dissatisfied and provide a copy of the FOS explanatory leaflet. If you wish FOS to consider your complaint, you will usually need to refer it to them within six months of the date of our final response.

You can access a copy of the FOS explanatory leaflet at the following link;

You can transfer money practically anywhere in the world. There are only a few exceptions due to regulatory restrictions. For some countries, you will need the approval of our Compliance team before the payment can be confirmed and made.

You can use Kantox to pay foreign providers. Please contact us for more details.

For most countries, we just need the recipient details, plus the IBAN and BIC/SWIFT Code.

In some cases, we may require additional details (Australia – BSB Code; Canada – Transit Number; Mexico – Cable Number; New Zealand – 6-digit Bank Code; UK – Account Number and Sort Code; USA – ABA Routing Number).

Although this is very unusual, if the funds don’t arrive on the scheduled date, please contact us so that we can pinpoint the source of the problem. We will fix the issue as soon as possible and keep you informed at all times. Bear in mind that in some cases there may not have been a delay in the process, but rather some banks will not credit your account until the next business day.

One of the advantages of trading directly online yourself is the added flexibility time-wise. That said, we do depend on the markets being open to complete transactions: in other words, you can trade 24 hours a day, 5 days a week.

Once we have the necessary paperwork, it will only take 24 to 48 hours to complete your registration. Please see our related question – ‘What paperwork do I have to share with Kantox?’

If you have any doubts and want to find out more about our platform, try it out with a demo account and we’re confident it will make up your mind for you.

There are no complications with Kantox. If you want to deregister, just email us at support@kantox.com asking for your account to be deactivated.

Once you’re registered, you can trade with us as many or few times as you need to. Kantox’s online platform provides total flexibility, catering for your company’s needs.

There is no minimum or maximum amount for trading with Kantox. Some clients trade thousands, while others trade millions. However, a minimum commission does apply.

If you want to know how much it would cost you to trade with us and what the process is, we recommend you talk to one of our experts.

Kantox’s products are geared towards companies’ needs, so it’s not possible to trade with us as an individual – at least not yet!

Of course! Just let us know when you’re available and one of our experts will get in touch to answer all of your queries.

Speak to an expert

Demo accounts expire 30 days after they are created. But don’t worry, if you need more time, just give us a call!

The first step is to open a demo account. Once you’ve done that, you’ll find an option to request a live trading account.

To do so, you will have to fill out a form on the platform and provide us with the necessary paperwork to comply with our Know Your Client (KYC) policy. Although there are differences depending on the country where your company is registered, the following documents are usually required:

1. The company’s Articles of Incorporation (or Form 200 in Spain)
2. ID of the person who will be making trades and of a company director (if you aren’t one)
3. Document certifying the postal address of a company director (if you aren’t one)
4. Authorisation form allowing you to trade on the platform on your company’s behalf. You can download this form from your demo account.

Once we have this paperwork, your live account should be available in 24-48 hours. Oh, and remember that opening a Kantox account doesn’t come with any minimum trading requirements.

Sign up here or, if you’d rather talk to one of our experts beforehand, let us know when is convenient and we’ll give you a call.

Create your free account  Speak to an expert

With Kantox you’ll always know how much you’re paying for every trade, because our commission is transparent and doesn’t fluctuate. When you complete a trade on our platform, you’ll always be shown the mid-market (interbank) exchange rate in real time. Our commission is calculated based on the amount traded. Your dashboard provides permanent access to the details of your completed trades and their respective invoices, with the costs and our commission clearly spelled out and no hidden fees.

The cost of payments and transfers made by Kantox is included in our commission. In some cases, your bank may charge you to send or receive money, but this is not down to us.

Are you interested in payments and transfers? Take a look at our International Payments page:

International Payments

Opening an account with Kantox costs absolutely nothing and doesn’t carry with it any obligation to trade with us. It’s the best way to find out how we work and to see how we can help you manage your currency needs and risk exposure. Register here or, if you’d rather talk to one of our experts first, let us know when is convenient and we’ll give you a call.

All of Kantox’s processes and fees are totally transparent. What this means is that you always have control over your trades, being shown the live mid-market exchange rate and the commission that applies to every transaction. There are no hidden fees at any point.

Although this might seem like common sense, it is actually a major feature that sets Kantox apart. Do you know how much your company paid for its last currency transaction? How about what exchange rate was applied by your bank or broker? Head to our real-time exchange rate page next time and compare what you see with the rates offered by your bank. If there’s a difference, this will be what is known as a ‘spread’, in other words a hidden charge that banks bury in their exchange rates.

With Kantox there are no hidden commissions and you’ll always know how much you’re paying. You can track and look back over all your transactions on the platform’s dashboard, where you also have the option of downloading all your invoices, in which Kantox’s commission is always clearly displayed to make your accounting easier.

Want to know more about our pricing policy? Spot

We have a comprehensive team of currency experts at your disposal, specialising in different markets and industries. Give us your contact details and let us know a convenient time for us to get in touch. One of our experts will then call you to personally assess your situation.

Definitely. Kantox’s products and solutions are designed with all companies in mind, and their user-friendliness means that smaller businesses with limited resources for in-house FX management can easily benefit from having access to more competitive rates, plus our advice on efficient FX management and protection against exchange rate risk. The Kantox platform is built in such a way that small companies have access to the same products and solutions as big multinationals, while being tailored to their specific needs.

Who better than our clients to explain how we meet their needs? Check out their testimonials:

Kantox’s typical client is a mid-cap that operates internationally, either because it buys/sells in other markets or because it has subsidiaries in locations with different currencies. Kantox’s products and solutions seamlessly fit the needs of these companies in relation to their size, their operations and their business sector alike.

Who better than our clients to explain how we meet their needs? Check out their testimonials:

This is a bank account that is completely separate from Kantox Ltd business accounts, ensuring that creditors cannot claim client funds. In other words, your funds are always protected by being kept independent of Kantox’s assets. Kantox’s segregated client accounts are always held at leading banks, providing the maximum level of security.

For security and regulatory purposes, so that we comply with the requirements of the Financial Conduct Authority (FCA) and anti-money laundering law.

As with any website, you’ll sometimes experience technical issues when using Kantox. Frequently, the issue originates from the browser you are using. We’d encourage using Google Chrome or Mozilla Firefox, as Kantox performs best with these. See which browsers are supported by the platform. Please see our related question – ‘Which browsers are supported by your platform?’

If the issue persists, you could try enabling cookies, or clearing your cache, as this might be the source of the problem.

Finally, please note that using an anti-virus or ad blocker may also impact the way our pages are displayed.

If you have tried all these solutions, it is completely possible that there is a bug in our platform. In this case, we would be grateful if you could send us a screenshot of what you are seeing to support@kantox.com. Or give us a call (+34 935 679 834). Our technical team will work to sort things out ASAP!

We support the latest versions of the most common browsers (Google Chrome, Mozilla Firefox, Safari). We do sometimes experience problems on Internet Explorer, so if this happens to you, don’t hesitate to send us a screenshot to: