Your satisfaction is extremely important to us however there may be occasions when we fall below the standards you expect. We want to deal with your concerns fairly, effectively and to our mutual satisfaction.
We have established internal procedures for investigating any complaint and aim to resolve the matter as quickly as possible, keeping you up to date with any progress.
If you wish to make a complaint about the service you have received, please address your concerns to us in writing via email to firstname.lastname@example.org. You are able to make a complaint by other means e.g. letter, fax, telephone although it will be quicker for you and easier for us to process complaints submitted via email.
The complaint will be logged in our system and the person handling it will acknowledge it in writing, via post or email, within 3 business days.
The person handling your complaint will be an experienced member of staff and where appropriate, this will be someone who was not directly involved in the matter which your complaint relates to. This member of staff will have the authority to settle your complaint or will have access to someone who has the authority.
We aim to resolve your complaint and issue our final response within 15 business days of receiving your complaint however in exceptional circumstances it can take up to 35 business days to issue our final response (however we will make you aware of this).
If you are dissatisfied with our final response or more than 15 business days have passed since you first raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.
This service is free of charge however you must contact them within six months of the date of our final response. If you do not refer your complaint in time the Financial Ombudsman Service will not have our permission to consider your complaint and will only be able to do so in exceptional circumstances.
Please also consider that the Financial Ombudsman Service only handles complaints raised by private individuals or small businesses (micro-enterprises). The Financial Ombudsman Service will only consider complaints about regulated products and services i.e. the payment service and not complaints about the foreign exchange products we offer.
Telephone: 01494 725353
South Quay Plaza
183 Marsh Wall
Telephone: 0800 023 4567