Our commitment to you
We take pride in providing our customers with excellent service and the best products. Whilst we are committed to dealing professionally and personally with customers at all times, sometimes things go wrong, including when customers feel we have not lived up to their expectations. If this happens we want to know about your dissatisfaction so that we can put it right. We have established procedures to help us ensure that any complaints we receive are dealt with quickly and fairly.
Our aims when we receive a complaint
We aim to ensure that:
• Your complaint receives a full and fair investigation and is dealt with by someone with appropriate knowledge and authority
• We sort out your complaint quickly in accordance with strict timescales
• We apologise when things go wrong and make sure that we put them right
How to make a complaint
In person: Visit our branches and speak to one of our staff, by telephone +44 (0) 207 877 8200, or write to:
Customer Services Department
29-33 Osborn Street
London, E1 6TD
Please quote your name and address, remitter number and a daytime telephone number at which you can be contacted.
How we will deal with your complaint
The company will aim to resolve your complaint within 3 business days from the date it was first received (business day being a day on which the company is open for business). If we have not been able to resolve the complaint within 5 business days, we will let you know by way of an acknowledgement letter, which will outline the Company’s complaints handling process.
If the Complaint has not thereafter been resolved within 4 weeks from receipt, we will then send you a holding letter informing you of what stage our investigations have reached and when the resolution is likely to occur. The Company’s final written response letter will be issued to you within 8 weeks from the date your complaint was originally received, along with the reasons for our decision and any offer of redress.
If your complaint relates strictly to a remittance issue, we will aim to resolve your complaint within 3 business days. If we have not been able to resolve the complaint within 15 business days from receipt, we will let you know by way of a holding letter, including detailed reasons for the delay and when the resolution is likely to occur. The Company’s final response letter will be issued to you within 35 business days from the date on which your complaint was first received, along with the reasons for our decision and any offer of redress.
How to take matters further if you’re still not satisfied
If you feel that the complaint has still not been resolved to your satisfaction (and you are an eligible complainant), then you may contact the Financial Ombudsman Service (FOS) within 6 months from the date of your final response. If you do not refer your complaint within 6 months the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. The FOS exists to mediate in disputes between customers and financial services companies and the service is free to consumers. You can contact the FOS at:
Financial Ombudsman Service,
The Financial Ombudsman Service
London E14 9SR
Phone: 0845 080 1800