Frequently asked questions

Currency transactions

• How do I pay a third party?
  Currencies Direct may need to perform some additional checks before they can authorise a payment and you may be asked to provide some documents in order to complete the transfer. This will be explained when you arrange your transfer online or over the phone. If you do need to provide documents, you’ll be able to do this digitally rather than by post, which will speed up the process.
• How do I pay for my currency?
  You can pay by bank transfer or debit card (GBP or EUR debit cards only).
• Do I need to pay a deposit?
  You’ll only need to pay a deposit if you’re looking to fix an exchange rate for a future transfer. In this instance you’ll typically be asked to pay a 10% deposit.
• When and how can I make my currency transfer?
  Once your account is open you can arrange a currency transfer online or by calling 0207 847 9250 (Mon-Fri, 8am-5pm).
• How do I change or cancel my transaction?
  You should contact the team at Currencies Direct as soon as possible to cancel or change your transaction. If your payment hasn’t already been sent, they may be able to amend or cancel it for you. If it has already been sent the circumstances are different – please talk to the team or read Currencies Direct’s Terms and Conditions for more details.
• How do I move money from another HL account to my currency account?
  You will need to withdraw your money to your Nominated Bank Account and then pay Currencies Direct for your currency transfer(s). We are working hard to increase integration with your other HL accounts, and we hope to offer you the ability to pay for your currency transfers direct from your HL accounts in the future.
• How do I set up regular currency transfers?
  Once your account is set up you can automate regular transfers. Just call the friendly team from Currencies Direct on 0207 847 9250 (Mon-Fri, 8am-5pm) to discuss in more detail and get started.
• What is the cut-off time for payment requests?
  You can make transfers 24/7 online. In some cases your money will be sent the same day (subject to normal banking cut off times) but transfers typically take between 1-2 working days depending on the currencies and countries involved.
• How do I fix the exchange rate?
  Once your account is set up just call the friendly team from Currencies Direct on 0207 847 9250 (Mon-Fri, 8am-5pm) and they can discuss setting up a forward contract over the phone.