Complaint Handling Procedure
1. Purpose
This procedure outlines how FX Zone Express Ltd manages and resolves complaints from customers, partners, or other stakeholders. We are committed to handling complaints promptly, fairly, and transparently, in compliance with all applicable laws and regulatory standards.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction—whether justified or not—about:
- Our products or services
- Our staff or representatives
- A transaction or business process
- Compliance with legal or regulatory obligations
3. How to Lodge a Complaint
You can lodge a complaint through any of the following channels:
Please include the following details:
- Your full name and contact information
- A clear description of the issue
- Relevant dates and transaction references
- Any supporting documents or evidence
4. Acknowledgement of Complaint
- You will receive a written acknowledgment within 2 business days of receiving your complaint.
- This acknowledgment will include a reference number and the contact details of the person handling your complaint.
5. Investigation Process
- Complaints are handled by a trained member of the Compliance or Customer Care team.
- We will gather relevant information, consult transaction records, and if needed, speak with staff or third parties.
- We aim to complete investigations within 15 business days.
- Complex cases may take longer; if so, we will keep you updated on progress and provide an expected resolution timeline (maximum 35 business days, unless otherwise regulated).
6. Resolution and Response
Once our investigation is complete, we will:
- Provide a written response explaining the outcome of the complaint
- Include reasons for the decision and any corrective action taken (e.g., apology, refund, service change)
- Inform you of your right to escalate the matter if unsatisfied with the outcome
7. Escalation
If you are dissatisfied with the resolution, you may escalate your complaint to:
- Internal Review: Request a review by our Senior Management or Compliance Officer.
- External Ombudsman or Regulator:
Financial Ombudsman Service
Website: https://www.financial-ombudsman.org.uk
Phone: 0800 023 4567
8. Record Keeping
We maintain detailed records of all complaints for a minimum of 5 years, including:
- Complaint details
- Correspondence
- Investigation steps
- Resolution and any follow-up actions
9. Continuous Improvement
All complaints are reviewed for trends and recurring issues. We use this data to improve:
- Staff training
- Internal policies and procedures
- Customer service experience
- Risk and compliance programs
10. Confidentiality
All complaints are handled confidentially. Personal data is processed in accordance with our Privacy Policy and applicable data protection laws.
Contact
0-73-07320-900