2026 June 26 I changed USD ($300) + CAD ($23.8) to ¥40,000 Japanese Yen today in Vancouver international airport. In Japan, I checked the currency rate and it is ¥161 to $1 USD, which is equ... See more
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completely scam. stay away this ice currency exchange. their website says no fee, fair rate, stress free. its office in ottawa airport is completely opposite. cannot imagine such a company can survive... See more
We were at the money exchange at Gatwick airport on Wed Apr 16 around 6:30 pm. After talking with the gentlemen we took his advice to change US dollars into pounds (don't bother doing an exchange... See more
Do not use the exchange rates are criminal 25% plus mark up and they then add a service fee on top of that
Company details
Information provided by various external sources
International Currency Exchange (ICE) is a retail currency exchange operator, providing Travel Money, Prepaid Currency Cards and other related services. ICE began with one branch at London Victoria Station in 1973 and 40+ years on is proud to be one of the largest retail currency exchange operators in the world, with branches across Europe, America, Asia and Australia. Wherever you see the ICE name, you are assured of a quality service from friendly and informed staff.
Contact info
14th Floor, Portland House, Bressenden Place, SW1E 5BH, London, United Kingdom
- +44 (0) 330 123 1432
- uk.help@icecurrency.com
- www.iceplc.com
2.0
Poor
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent service
I ordered my currency on Friday morning and received it on Saturday, It was so quick and efficient, with Fantastic rates, I will definitely use them again.
May 19, 2021
Reply from International Currency Exchange (ICE)
Hi Miss Watson
Thank you so much for taking the time to leave us such a brilliant review of our Home Delivery Service and are so pleased to hear that you are happy with us.
We look forward to being of service to you again for your Travel Money requirements.
Thanks again
Elaine
They tried
I tried a different company before and it was a scam. This company tried their best to help me but said it would take 3-5 working days to refund my money even thought I needed it that day due to it not being delivered the next working day
May 18, 2021
Reply from International Currency Exchange (ICE)
Hi Customer
We are sorry that you are not happy with our service.
According to our records you placed an order on Saturday 15th May and paid by card, but expected the order to be delivered on Monday as you travelled early on Tuesday. One of my colleagues explained to you that the cut off time for delivery on a Monday is 3pm Friday and it also states this when you are placing your order online.
As you were travelling early Tuesday and there was no guarantee that Royal Mail would deliver before your travel time, you asked us to cancel the order so we are not sure where the suggestion to pay by bank transfer came from as all online orders have to be paid for by debit card.
We so hope that this helps to clarify things more for you.
Thanks
Elaine
Reply from International Currency Exchange (ICE)
Hi Miranda
We really appreciate you leaving such an excellent review for our Home Delivery Service and are so pleased to hear that you are happy with us. Thank you for taking the time to do this.
We really hope that we can be of service to you again in the future.
Thanks
Elaine
Perfect!
I ordered the wrong money but one phone call and a lovely lady in the UK with a friendly manner sorted it out very professionally. My money was super quick, I ordered the correct currency at 16.20 on Friday and it was at my for Saturday morning!
Very pleased, will be using in future!
May 15, 2021
Unprompted review
Reply from International Currency Exchange (ICE)
Hi Zoe
Thank you very much for your 5 Star Review of our Home Delivery service and we are so pleased to hear that you are happy with us!
We are glad that we could sort out the issue quickly and efficiently for you and are pleased that we were able to help you in a timely manner.
We look forward to being of service to you in the future.
Thanks again
Elaine
Not the first time I have used the home…
Not the first time I have used the home delivery service which is excellent. However as I went over the maximum postal order by £1.98 in Sterling value the order arrived in two separate envelopes with NO explanation. I rang 01455 897800 to query this situation. It took nearly 20 minutes to get through, not very satisfactory?, to finally talk to a very helpful gentleman who gave me the answer through talking to someone else in the office. Both envelopes had the same order number and value of each domination of the notes. Very confusing. Maybe an explanation would in future be helpful if enclosed with the delivery.
Nicholas Clark
May 15, 2021
Reply from International Currency Exchange (ICE)
Hi Mr Clark
We are sorry to hear that it took you a while to get through to us on Monday. Unfortunately it is our busiest day and call queues can be high on this day.
We appreciate your excellent review of our Home Delivery Service and apologise if the paperwork contained within the order was a little confusing.
Unfortunately the paperwork is generated per bag on the computer but is not split down which has to be done by hand and as the maximum insured per bag is £2500, anything over has to be sent separately, even if it is a few pence over.
We do hope that this will not deter you from ordering from us in the future.
Thanks
Elaine
Home delivery service is excellent.
Been using for 8 years or so. Excellent home delivery service and simple ordering process.
May 14, 2021
Reply from International Currency Exchange (ICE)
Hi Cynthia
Thank you so much for your wonderful review of our Home Delivery service and we are so happy to hear you have used us for so many years.
We do hope we can continue to be of service to you in the years to come!
Thanks again
Elaine
Home delivery service
I have been using home delivery service for many years. I have found this to be an excellent service. Both in terms of ordering and delivery.
May 14, 2021
Reply from International Currency Exchange (ICE)
Hi there!
We really appreciate the excellent review you have given us for our Home Delivery Service and are so pleased to hear that you are happy with us.
We hope that we can continue to be of service to you in the future.
Thank you
Elaine
Got SEK and as always great service
Got SEK and as always great service, thanks to the team! Just subtracted one star as all was delivered in a big pack of small notes, so would appreciate if you find an algorithm of note size that fits to the ordered total value.
May 11, 2021
Reply from International Currency Exchange (ICE)
Hi Gerhard,
Thank you for your review.
We're pleased to hear you were happy with our home delivery service.
Our dispatch department normally try to provide a good holiday mix of notes but we will certainly pass your comments onto the team.
We do appreciate you taking the time to leave us feedback and hope that you will continue to use us in the future for your travel money.
Have a great trip!
Thanks,
Lucy
Reply from International Currency Exchange (ICE)
Hi Ronni,
Thank you for your great review.
We're so happy to hear your currency arrived on time and you were pleased with the service.
We do appreciate you taking the time to leave us positive feedback.
Hope you have a fab trip!
Thanks,
Lucy
Reply from International Currency Exchange (ICE)
Hi Terry,
Thank you for your excellent review.
We're delighted to hear that you were pleased with our ordering site and the rates of exchange that we offer.
We'll certainly pass your kinds comments onto our customer service team.
Hope you have a fantastic trip!
Thanks,
Lucy
Reply from International Currency Exchange (ICE)
Hi Ed,
Thank you for your 5* review.
We're glad to hear you were pleased with our service and your currency arrived promptly.
Happy travels!
Thanks,
Lucy
AVOID AVOID AVOID
I was contacted after placing an order with them. They asked me to prove my identity and also proof of funds. I obliged and sent the details they requested. Which is sensitive information. I then called them over the phone for an update, they then told me I should receive the currency the following day. I then emailed them to see why they never contacted me following the documents I had sent. I was then told I didn’t pass security checks. I sent a valid form of identification and also a bank statement. Both registered to the address I wanted the currency despatched to. Please avoid this company. They are requesting documents then once sent, cancelling the orders. They said I failed security checks but after contacting Llyods bank they confirmed my drivers license and one of their bank statements was more than sufficient. Again avoid company at all costs. They don’t even tell you what they do with the information you provide. And they do not despatch your order.
May 9, 2021
Reply from International Currency Exchange (ICE)
Hi Jillian,
Thank you for your review and I'm sorry to hear your frustrations with our service.
Placing an order does not constitute acceptance of the order until all relevant security checks have been completed.
Unfortunately on this occasion, our compliance team were not satisfied with the details provided and due to Anti-Money Laundering Regulations we are not able to provide any further information on this.
Please be assured that any documents retained are securely and confidentially stored in line with Anti-Money Laundering Regulations and GDPR.
I do apologise that you were incorrectly advised that your currency would arrive the following day, you should not have been given this information until all checks were completed.
We are sorry that we couldn't be of any further assistance on this occasion and for any inconvenience this may have caused.
Thanks,
Lucy
Reply from International Currency Exchange (ICE)
Hi there,
Thank you for your 5* review.
We're so pleased to hear you were happy with our speedy home delivery service and do hope you will continue to use us for your travel money in the future.
Have a fab trip!
Thanks,
Lucy
great service
May 7, 2021
Reply from International Currency Exchange (ICE)
Hi there!
We really appreciate you leaving us a 5 Star review for our Home Delivery Service and are so pleased to hear that you are happy with us.
We hope we can be of service to you in the future.
Thank you
Elaine
Quick & easy
Normally I use the kiosk service but with limited availability due to limited travel I decided to use the delivery service. Found the service quite easy to use and I was kept updated of what the status was. Would definitely use them again.
May 4, 2021
Reply from International Currency Exchange (ICE)
Hi there,
Thank you for your excellent review.
We're really happy that you were pleased with our home delivery service and so glad to hear you would use us again for your currency.
Hope you have a fab trip!
Thanks,
Lucy
This was so easy to do and didn't even…
This was so easy to do and didn't even have to leavemy office.
May 4, 2021
Reply from International Currency Exchange (ICE)
Hi Diane,
Thank you for your 5* review.
We're so glad to hear you found our home delivery service easy to use and hope that you continue to use us for your travel money in the future.
Have a great trip!
Thanks,
Lucy
Excellent customer service
Excellent customer service. Fast delivery and good exchange rate
May 3, 2021
Reply from International Currency Exchange (ICE)
Hi Kathryn,
Thank you for your great review.
We're delighted to hear your currency arrived promptly and you were happy with the rates of exchange that we offer.
Have a fantastic trip!
Thanks,
Lucy
Reply from International Currency Exchange (ICE)
Hi Amanda,
Thank you for your 5* review.
We're so pleased to hear you were happy with our home delivery service and really do appreciate you recommending us to others.
Hope you have a fab trip!
Thanks,
Lucy
Easy smooth secure transaction
Easy smooth secure transaction. Good communication, fast delivery. A very good service with a good exchange rate
April 26, 2021
Reply from International Currency Exchange (ICE)
Hi Andy
We really appreciate you taking the time to review our Home Delivery Service and the time taken to do this. We are really pleased to hear that you are happy with all aspects of our service.
Here's hoping that you will come back to us in future for your currency requirements.
Thanks
Elaine
Delivery design flaw
The service was efficient with the exception of the fact that the delivery wasn't trackable via Royal Mail.
As I had ordered on a Thursday evening, it was impossible to be certain as to which day the currency would arrive, ie, Saturday or Monday, which interfered with my planning for the weekend.
Equally, it seems that the package was not identifiable to Royal Mail staff as being a signed-for service and I was therefore unable to confirm the package hadn't been tampered with before taking receipt.
April 25, 2021
Reply from International Currency Exchange (ICE)
Hi Jim
Thank you for your review and we are sorry that you were not happy with certain aspects of the delivery. As a rule, we do not give out Royal Mail tracking numbers for security reasons. If you telephone us we would be happy to track the item for you.
Regarding delivery information and times, in your order summary box there is a line stating "Delivery Options" with a question mark beside it. If you click on this question mark, the delivery times are explained in full.
At the moment, Royal Mail are not asking customers to sign for the item due to Covid rules and should be signing for the item themselves whilst standing in front of the customer, and although you will not be able to handle the package before signing for it, they should allow you to view it.
We hope this helps to confirm matters for you and that you will use us again in the future for your currency requirements.
Thanks again
Elaine
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