Customer Procedure

Customer Rights & Complaint Handling Procedures

Effective Date: 01/01/2024

At Easy Ex Ltd, we are committed to fair, transparent, and customer-focused service. Below is an overview of customer rights and the complaint handling procedures to ensure that customers receive the best possible service and have clear channels for addressing concerns.

1. Customer Rights

• Transparent Pricing & Terms – Receive clear and upfront information on transaction fees, exchange rates, and service terms before proceeding with a transfer.
• Security & Privacy – Expect that your personal and financial data is securely handled in compliance with UK GDPR and Data Protection Act 2018.
• Fair & Non-Discriminatory Service – Be treated fairly and without discrimination, regardless of nationality, background, or financial status.
• AML & KYC Compliance Awareness – Be informed about the legal requirements for identification and verification as per AML/KYC regulations.
• Transaction Confirmation & Receipts – Receive a confirmation receipt for all completed transactions, including details on fees, exchange rates, and expected delivery time.
• Refunds & Cancellations – Request a refund or cancellation, subject to Easy Ex Ltd’s policies and compliance checks.
• Raise Complaints & Seek Resolution – Access a clear, structured complaints process if dissatisfied with the service.

2. Complaint Handling Procedure

We take customer concerns seriously and strive to resolve complaints fairly and efficiently. If you are dissatisfied with our service, please follow these steps:

Step 1: Contact Customer Support

Customers should first raise their concerns with our Customer Support Team via:

• 📞 Customer Support Hotline: +44 7984177470
• 📧 Email: [email protected]
• 🌍 Website: https://easyexltd.com/
• 🔹 Response Time: We aim to acknowledge complaints within 24 hours and provide an initial resolution within 5 working days.

Step 2: Escalation to Compliance Team

If the issue is not resolved at the first level, customers can escalate their complaint to the Compliance Team.

• 📧 Email: [email protected]
• 📞 Phone: 01795228613
• 🔹 Response Time: A formal response will be provided within 10 working days.

Step 3: External Review (Regulatory Authorities)

If you are not satisfied with the final response, you may escalate the complaint to:

• Financial Ombudsman Service (FOS)
• 📞 Contact: 0800 023 4567
• 📧 Email: [email protected]
• 🌍 Website: https://www.financial-ombudsman.org.uk/contact-us
• Financial Conduct Authority (FCA)
• 📞 Contact: 020 7066 920
• 📧 Email: [email protected]
• 🌍 Website: https://www.fca.org.uk/

3. Important Notes

• No Fees for Filing Complaints – Customers are not charged for submitting a complaint.
• Confidential & Fair Resolution – All complaints are handled with confidentiality, and resolutions are provided fairly and without bias.
• Compliance with FCA Consumer Duty – Our complaint handling process aligns with FCA regulations to ensure customers receive a transparent and fair resolution process.

4. Contact for Further Assistance

• 📞 Customer Support Hotline: +44 0779760678
• 📧 Email: [email protected]
• 🌍 Website: https://easyexltd.com/

By using Easy Ex Ltd’s services, you acknowledge that you have read and understood these customer rights and complaint handling procedures.

Authorized by:
Easy Ex Ltd Compliance Team