We value your business, and we aim to resolve any matters quickly and to our mutual satisfaction. We will deal with your concerns promptly. Some complaints can be complex and may take time to investigate.

Contact either Head Office or your local branch verbally, in writing or electronically outlining your complaint, where the manager will try to deal with the matter to your satisfaction by no later than close of business on the day following your complaint.

If you are not satisfied with the explanation given, you are requested to contact the Compliance Manager via any of the above means at Global Exchange Ltd, 54 Ealing Road, Wembley, HA0 4TQ or via e-mail: admin@globalexchange.co.uk, outlining the nature of your complaint.

The Compliance Manager will enter your complaint into the Complaints Register and acknowledge the complaint promptly outlining who will be dealing with your particular inquiry. You will be kept informed of the progress of your complaint. A final response letter should be issued no later than eight weeks after your complaint was received.

If you are dissatisfied with the final response, you can refer the matter to the Financial Ombudsman Service providing you do so within 6 months from the date of the final response letter by writing to : -