ChangeGroup UK Reviews 610

Great experience with Kaushal very professional

Abysmal exchange rate at Stansted ATM

I don’t mind a commission free rate tha is a little of the official rate but 40% difference resulting in a £70 difference on a EUR 300 transaction

Verging on fraudulent

I had a very disappointing experience at the Oxford Street branch in London.

Before the transaction, I clearly asked how much 2,200 USD would be worth in pounds because I wanted to know the amount before deciding. However, instead of answering my question and giving me time to consider, the transaction was completed immediately and I was handed the receipt.

I later checked with several nearby exchange offices and was informed that 2,200 USD would normally be around £1,600, while I received only £1,260.46, which represents a very significant deduction.

When I returned to explain the situation, I was told that my question had not been heard before the transaction was processed. I believe this transaction was handled unfairly and without sufficient transparency.

I have formally reported this matter and requested that it be investigated.

I have got 200 euros at ATM Stansted Airport , I was charged more than £50 in fees without warning. Avoid at all cost.

Well explain by Kaushal at Gatwick Airport

Very well welcoming by Kaushal at Gatwick airport...

Shocking that I was charged £340 for Eur 300. Market rate is £260. Unbelievable that Gatwick airport permits this outrageous profiteering at the expense of travellers trying to relax on holiday.

Just been scammed by their LGW shop; ripped me off when changing Y30,000 yen, gave me 105 sterling but should be 144 according to their website and general industry rates. I went off to check rates and came back one hour later and photographed his ID and told him I will report him to HQ so he offered to pay me back and he did after lying about some excuses. The rates are not set so staff just make it up as much as they think they will get away with it. I didnt see the neck tattoo until too late.

Bre vem wales, rescued me and returned my lost funds.

Smooth and seamless experience. Kaushal was very friendly and helpful. Thank you.

I Don't think this company can improve in their operating practices of issuing very low exchange rates unless the government or overseeing body bans its practices that only benefit the company not clients/travelers to foreign destinations.
Needs to be explained here that only way they even got a one star is that I needed to give a minimum star in order to put my review through.
Before my flight to Tunisia 7:05am 1 March I exchanged at departures South Terminal Gatwick pounds for Tunisian Dinar was between 2:30am to 3:45am. Having returned from Tunisia on 4 day trip I now realise that i was encouraged to bring back Dinars and have it exchanged back to sterline as I now realise i was fleeced at avery unfair rate of exchanged and they would have done the same on my return to UK.
Day of departure i was counting on the exchange bureau to be truthful and give me a very fair or more rate exchange and also a proper explanation of what value I got. I kept asking gentleman will Tunisia allow me to bring back the currency in uk to change back to sterling as i was told is a closed currency . They said no problem come back with DInar change it back. Also they were very eager to quickly change my 250.45 pounds to Tunisian Dinars. Despite seemed advertising says no commiissions and my receipt showed in hindsight for every sterling only got around 2.723. so for money I paid they took off 4.99 pounds and got exactly only 670 TDinars, whilst in hindsight i lost around 65-69 pounds in process to get Dinars example rate on the day was well over 3.85 ish and so in hindsight to be fair i got well cheated and technically if done fairly and no underhandedness even a hotel or airport at Tunisia would have given me around 920-935 TDinars.
Additionaly i had to spend the rest of Dinars at T Airport before returning as their customs was not allowing to bring back T Dinars to UK.
if understand this even if an exchange company even charged me 10 pounds commission but still gave me favourable rates at least would have over 900 T Dinars. Apparently if this is a rife practice by the company then understand how it funds its business structure. But is loads of customers unhappy and even they are bringing it to trading standards and just if trying to get some money back which was the difference in shortage of rate taken by them unlikely they will pay back what they took.Additional if other foreign exchange companies operate on simiilar way it should be banned and they should be put on blacklist. Saying the above though workers their are just executing the way the business model works not their fault but fault of the bosses. The person who served me was not rude and they seemed they knew what they were talking about so I did not question the low Tunisian Dinars I got before getting on my flight. Only in hindsight.

I was going on holiday and needed Euro's so decided to get some of the amount at Gatwick airport. I used the Changegroup ATM which is the first you see at the beginning of the duty free area, I new that the current exchange rate was around £1 = 1.15 Euro. I was charged £345 for 300Euros, that's £1 = 0.85 Euro. The exchange rate inormation on the machine was not easy to find, I trusted that the rate would be reasonable, I'm not after the best rate but at 0.85 Euro I think that is outrageously high and a rip off...you don't expect to be mugged at the airport do?

Shocked and angry at ChangeGroup Gatwick Airport South Landside (S67) on 9 March 2026 ~08:55. This was a complete scam across multiple exchanges.

They took my 1200 EUR and gave me only £812.02 GBP at an appalling effective rate of 1.4778 EUR per GBP (receipt shows rate 1.4778 for EUR portion). Mid-market that day was ~1.155 EUR/GBP (from XE/Wise/ECB), so 1200 EUR should have been worth ~£1039 GBP. They shortchanged me by ~£227 – that's 22% loss right there on the EUR!

Then, with that GBP, I sold 9,900 NOK and got only £1,058.67 at 9.3514 NOK per GBP – vs mid-market ~12.85 NOK/GBP, fair value ~£770 GBP. Another ~£288 loss (27–28% on NOK)!

There's also a 250 SCP line (old UK notes exchange?). Overall, chained together (EUR sold → GBP → effectively NOK), total value loss at least 40%+ compared to proper mid-market via Revolut/Wise. Advertised "0% commission" and "best rates" but massive hidden markups, no clear upfront warning, staff didn't explain.

Matches so many reviews: misleading, exorbitant airport rates, Gatwick allowing predators like this. How is this not regulated?

Emailed complaint with receipt – expect no reply, as they ignore Trustpilot negatives.

Avoid ChangeGroup everywhere, especially airports! Use apps/cards for real rates. Lost a fortune before Norway flight.

Nice support

I have changed 600€ and the lady gave me just 350 Pounds back.
This is more than a scam !!!

I think it's disgusting how a company can start charging a fee when it's been free for the last 3 yrs since Ive been working at Gatwick they should be ashamed

Like everyone else, very disappointing.
I email them (see below), and never got any response:

Dear Sir or Madam,

Yesterday (21st May 2025) while travelling back using Eurostar I went to your counter to exchange Euros to GBP.
My first impression was that you take 0% commission, which was very encouraging.

I had 600 Euros and the lady at the desk told me that the rate of the day was rather very good and that I should exchange more if I could.
Although I didn’t know the rate of the day, I was a bit surprised when she told me 1.44!
So I got £414.55
See receipt attached

Being doubtful, I then checked xe.com first and I was meant to get £506.59 back. See attached
I then compared to your website and should be £513.63, thus very close to xe.com

None can explain the gap of ~£100 which is represent 20% of the total.
This doesn’t sounds right and made me very upset.

I then tried to find an explanation online and found a lot of complaints from other customers.
Even more striking was the reported behaviour of your employees. See attached.

I would be most grateful if you could provide an explanation.
If any mistake from your side, please let me know and I will provide my bank details for a refund of £99.08

As you are a large company operating in the UK, I would expect a response from you within the next 48 hours.
Failing to do so, I will be pushing this further to get justice done,

I am looking forward to hearing back from you.

Many thanks in advance,

Kind Regards

If it were true, I wouldn't give it even one star. I tried to withdraw 95 pounds from this company's ATM at St Pancras International and the ATM didn't see anything, but the amount was deducted from my account.

I recovered my lost funds thanks to the help of Zent ri Coup s.