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)
-
Financial Conduct Authority (FCA)
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
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