That's called a "margin"... most "money changers" do it. It is how they make their profit. Granted, in this instance it seems a bit excessive.
Was the price not indicated when you created the transaction? or do they only notify the exchange rate when you funds have arrived?
If they don't agree to a set rate when you try to initiate the transaction, then I'd avoid using a service like that... chances are they are going to sting you with a shitty rate.
Admittedly, I should have cross checked the price of BTC before initiating my purchase. I have been using Kraken for months so I have become accustomed to buying BTC at the best current market rate and just assumed this would be the same. I mean, even Coinbase gives you a MUCH better rate than this place and that is saying something.
Obviously the amount of BTC i would receive was clearly stated but nowhere on their website to do they state what THEIR current price of BTC will be, or that it is much higher than anywhere else until after you have bought your BTC. I have crossed checked with multiple different sources and the price of BTC at the time of purchase was £6000/6200. So their "margin" is close to 10+% over the price and that is before they add another 3% and £1 for GBP bank transfers.
I would assume their business model is built on keeping this information well and truly under wraps. Hopefully someone comes across this post in the future and avoids them. I have contacted support to complain but I don't have high hopes for anything more than "you should have checked the price before buying"
The funny thing is, they send me regular emails every week stating the price of BTC but nowhere in these emails do they state that their price will be majorly over-inflated compared to what you are seeing in the email that they have just sent you!!
You live and learn I guess, back to Kraken.