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 are complicated. 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 after your complaint.
If you are not satisfied with the explanation the Internal Complaints Procedure requires you to contact the Compliance Manager via any of the above means at Global Exchange Ltd ,54 Ealing Road ,Wembley Middlesex HA0 4TQ or via e-mail: . firstname.lastname@example.org, 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 8 weeks after your complaint was received
If you are not happy with the written explanation from Head Office, the next stage will be for you to contact the Company Chief Executive at the above address within 8 weeks, who will look into the matter personally as final arbitrator. Complaints will be considered closed by the Compliance Manager after eight weeks from the date of the Company final response letter relating to your complaint.
You may still refer the complaint if you are still dissatisfied, to the Financial Ombudsman Service providing you do so within 6 months from the date of the final response letter by writing to : -
Global Exchange Ltd established in 1995 and registered in England & Wales (No:3042398) Authorised & Regulated by The Financial Conduct Authority (FCA) (No: 576032) and HMRC Money Service Business (No : 12114995)