Exchange4free Complaint Handling Procedure
This document sets out the Exchange4free Ltd complaints procedure. It has been prepared to meet the requirements of the Dispute Resolution Sourcebook issued by the Financial Conduct Authority and to demonstrate our aim to treat customers fairly at all times, we believe it meets those requirements.
1. The Nature of a Complaint
2. Eligible Complainant
a) a private individual, or
b) a business which has a group annual turnover of less than £1,000,000 at the time of the complaint, or
c) a charity which has an annual income of less than £1,000,000 at the time of the complaint, or
d) a trust which has net assets of less than £1,000,000 at the time of the complaint
In addition to meeting one of the above criteria you must have been a customer of the firm at the time the complaint arose and the complaint must arise out of matters relevant to your having been a customer of our firm.
One of the first steps we will take when receiving a complaint is to identify whether a complainant is eligible. If we decide that the complainant is not eligible then we will write to that complainant accordingly and state our reason for coming to that decision. We will review any response by that complainant to see whether or not the correct decision has been made. Upon receiving further information we will write to the complainant again saying whether or not they are now eligible.
3. Availability of our Complaints Procedure
In addition to making the procedure knownto you we have posted a copy and made notice on our website indicating that we are covered by the Financial Ombudsman Service.
4. The Procedure
5. Time Limits
We hope to be able to deal with your complaint within 5 days but if this is not possible then within 4 weeks of receiving the complaint we should have been able to resolve the matter or, if this is not possible, we will explain the position fully including the reasons why not and undertake to contact you again within 8 weeks of the receipt of the complaint.
By the end of that 8 week period we very much hope that your complaint will have been resolved. If it has not been resolved by then we will let you know about the Financial Ombudsman Service and you can refer your complaint to that service should you feel you wish to do so.
6. Final Response
At the same time we will confirm that you have a copy of the Financial Ombudsman Service’s explanatory leaflet. This will enable you to refer the matter to the Ombudsman should you be dissatisfied with our decision.
You will have a window of 6 months from receipt of our decision in which to refer the case to the Financial Ombudsman after which it will be concluded that you are satisfied with our investigation and findings.
7. Third Party Representation
Director of Compliance