our complaint procedure

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Transferit is committed to continually improving the services provided to customers as this is a core value for the organisation. We want our customers to choose Transferit for repeated business because we consistently deliver the service and quality proposition outlined in our values. We aim to always put our customers first and we appreciate that this is key delivering customer excellence.

We do appreciate that despite our keen efforts things could go wrong. When this happens, we will investigate matters fully and give customers an explanation for the failure. Customer complaints will be handled by the Compliance Manager (Ms Olga McCrossan) and the General Manager (name) will be the escalations point for any complaints.

A complaint is defined as “any expression of dissatisfaction by a customer or potential customer about service delivery by the bank or any relating subsidiary, its suppliers or in-house policy”.

In any unfortunate instances where customers voice dissatisfaction with any aspect of our business, our staff will take your comments seriously. We believe that by responding positively and proactively to your complaints and comments we will not only retain our existing customers, but attract new ones. We appreciate that customer feedback is critical to enable us effectively evaluate our business processes and deliver continuous improvement across our business.

• Easy to find within our offices, our website and all promotional literature.
• Simple to understand and use;
• Efficiently setting out when you can expect a response from us;
• Fair in ensuring each complaint is investigated fully and without bias;
• Respectful of your desire for confidentiality
• Effective in addressing all the points you raise and providing an adequate response and appropriate redress;
• Monitoring through audits to ensure all services are delivered effectively, allowing for improvements to be made;
• Reporting complaints to senior management so services can be improved 
• Consistent with the standards set out in our customer services standards.

If you are unhappy about any aspect of our services, please approach a member of our staff. They will try where possible to resolve your complaint immediately involving their supervisor where necessary.

However if your complaint cannot be resolved immediately, our Compliance Manager will ensure a formal complaint is logged and resolved.

If we are unable to resolve your complaint immediately, a formal one will be logged with our Compliance Manager. This can be done independently or at our offices with a member of staff. 

There are a number of ways to log a formal complaint with our Compliance manager;

Methods of Logging a  Complaint

In person

Complete a feedback card in the Head Office and this will be passed onto the Compliance Manager

Over the Phone

Call our head office and log a formal   complaint over the phone. Our number   is +441412642844

Writing to Us

You can put your complaint in writing   and send it to us at the following address: HQ, 20-23, Woodside Place, Glasgow, G3 7QL.

Or email us at info@etransferit.com

Through our website

Our website also allows you to fill in a   feedback card and log a complaint quickly and easily. This can be done at www.etransferit.com

When making a complaint the following details will be required:

· Date the offence was occurred

· Name of Customer

· Nature of the Complaint

· (If known/ applicable) Transaction number, send amount and fees

On submission of your complaint, our Compliance Manager will log it into our Central register of Complaints. This will log all correspondence up to and including full resolution of the dispute. 

We promise we will investigate all complaints made to us fully and fairly. We will:

· Thoroughly check the relevant facts through information held on the system and through discussions with partners, the customer and any third party involved.

· Maintain absolute objectivity and integrity.

· Obtain responses from all appropriate staff and suppliers. 

The Compliance Manager will then produce a full report on the incidence. The report will include;

· All transaction information (date of transaction, fee, send amount etc)

· Nature of the complaint and why it was not possible to resolve the issue immediately

· Additional facts surrounding the compliant including any staff(s) involved

· Current status of the complaint. 

If the customer has referred the matter to the police and/or a lawyer, the Compliance Manager will send this report to the General Manager who will then escalate this to the Managing Director if required.

Upon review of the complaints report a decision will be made on the appropriate course of action needed. This is likely to be one of the following:

· Refund of any fees /charges paid.

· Refund of any additional charges which may have incorrectly been made by the payout agent.

· Offer a free transaction for the next transaction

· Compensation for any inconvenience caused – this is discretionary and based upon review by management

· If compensation is offered which is greater than £1,000, the matter will be referred to the Chief Executive Officer for review and approval.

If you are not satisfied with the outcome of your complaint, the General Manager will get in touch either by phone or in person to discuss the issue with you. This conversation will be documented – either via a recording or minutes being taken and filed.

During this meeting the contact details of external regulatory bodies who can take complaints further on behalf of customers, will be provided;

The main customer complaints body for money transfer services is the Financial Ombudsman Service, and they can be contacted on the following

Address: South Quay 

Exchange Tower

Harbour Exchange

London E14 9SR

Telephone: 0800 0234 567

Email: compliant.info@financial-ombudsman.org.uk

When you complain directly to a member of our staff, either on the phone or in person, we will try to resolve the complaint immediately.

If it is not possible to resolve the issue immediately, we aim to respond fully to all complaints within 7 working days of the complaint being formally logged. If we are unable to collect all the information needed to offer a suitable response to the compliant, we will always keep you updated on developments. We will continue to do this until a full response is provided. 

We appreciate that some of our customers may have specific access requirements or may not speak English as a first language and therefore may have difficulties in communicating with us. We will handle these cases sensitively and give our response in an appropriate format. We will also make provision for customers who are visually impaired or have hearing difficulties.  

We understand that if you perceive we have not met our standards of customer service, you might feel angry or upset. However whilst we respect the rights of our customers to express their views, we will not tolerate aggressive, threatening or abusive actions of any kind towards members of our staff.

We reserve the right to terminate any correspondence or communication that we believe to be abusive towards members of our staff. 

We will protect your confidentiality. Your personal details or information about your complaint will not be shared with any third parties unless we have received written consent from you.

The Compliance Manager is also responsible for collating all complaints on a quarterly basis to be reviewed with the General Manager and Chief Executive Officer.