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Complaint Handling Procedures

What is our complaints handling procedure?

Supreme Money Transfer Limited treats all complaints seriously, as it’s an important way to improve our money transfer services to customers. Our Complaints Handling Procedure is the process for addressing issues that arise when customers feel their expectations of money transfers aren’t met. We operate in accordance with the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS) complaints management procedure. We recognise that we have an obligation to all customers who are dissatisfied with our service to resolve any complaint from the point of notification. If this is not possible for any reason then we will state our reasons for not being able to do so. If this is still not acceptable to the customer, then such complaint may be eligible for consideration by the FCA or FOS. To assist customer, we will highlight our complaint procedure.

Who does the complaint handling procedure apply to?

Complaints can be lodged via the following channels:

How do I complain?

Complaints can be lodged via the following channels:

Telephone

Call on: 011 33200 607

Monday to Saturday: 8:00am to 8:00 pm

Online

Use our Online Complaint Form to lodge your complain

 

By Post

Supreme Money Transfer 
Malmarc House
116 Dewsbury Road
Leeds
LS11 6XD

Email

Every complaint through Supreme Money Transfer is logged and given a unique reference number, which makes it easy to keep track of. Customers making complaints must be prepared to give their name and contact details for the complaint to be investigated. They will also be given the option of having someone respond to them directly or not. Where the customer has requested a response, they will be informed of the complaint reference number as well as how long they should expect to wait for a response.

When a complaint is logged it is forwarded to and dealt with by our complaint section within Supreme Money Transfer Limited. Complaints where the customer has requested a response will be responded to within maximum 14 working days of receiving the complaint. If we feel it will not be possible to respond within 14 working days, we will contact the customer to advise when they can expect a response. In the case of complaints concerning emergency situations, the relevant actions will be taken immediately and the customer be notified as soon as possible. All reasonable efforts will be made to resolve complaints as quickly as possible.

It is important when making a complaint:

To provide your name and contact details. Anonymous complaints will not be investigated but will be recorded and referred to the appropriate section for information and noting only.
To provide all relevant information to enable the complaint to be investigated properly. A lack of details may limit our ability to investigate your complaint thoroughly.
To note the complaint reference number, so that you can quote this number when making any follow up contact regarding your complaint.
To treat staff members of Supreme Money Transfer Limited with courtesy and respect. Abusive language, discriminatory remarks and threatening behaviour will not be tolerated.

It is possible, at the conclusion of the complaint process that you will not receive the outcome you were seeking. This does not necessarily mean that your complaint was not appropriately handled. You should be provided with reasons for decisions made at each step along the process.

If, at the end of the process, you have been provided with an opportunity to be heard, have been treated fairly, and have been given reasons why your complaint can go no further, no further correspondence will be entered into about that specific complaint. Customers who are not satisfied with the outcome of a complaint or if you deem we have not properly handled your complaint after 14 weeks, you may be able to refer your complaint to;

The Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London
E14 9SR.

011 33200 607