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Complaints and Procedure

INTERNAL COMPLAINTS PROCEDURE

1. Contact either Head Office or your local Branch verbally, in writing or electronically outlining your complaint, where the Manager will try to deal with the matter to your satisfaction by no later than close of business on the day after your complaint.

2. If you are not satisfied with the explanation the Internal Complaints Procedure requires you to contact the Compliance Manager via any of the above means at Best Exchange, 125 – 127 Bramley Road, Oakwood London N14 4UT or via e-mail : complaints@cecltd.com outlining the nature of your complaint.

3. The compliance Manager will enter your complaint into the Complaints Register and acknowledge the complaint promptly outlining who will be dealing with your particular enquiry. You will be kept informed of the progress of your complaint. A final response letter should be issued no later than 8 weeks after your complaint was received.

4. If you are not happy with the written explanation from Head Office, the next stage will be for you to contact the Company’s Chief Executive at the above address within 8 weeks, who will look into the matter personally as final arbitrator. Complaints will be considered closed by the Compliance Manager after eight weeks from the date of the Company’s final response letter relating to your complaint.

You may still refer the complaint if you are still dissatisfied, to the Financial Ombudsman Service providing you do so within 6 months from the date of the final response letter by writing to : -

 

Banking and Loans Division, Financial Ombudsman Service, 
South Quay Plaza, 183 Marsh Wall, London, E14 9SR. 
Tel: 0845 080 1800 
Email:
enquiries@financial-ombudsman.org.uk

 

Please note, the Financial Ombudsman Service will not enter into investigation of any complaint unless you have followed the Internal Complaints Procedure outlined above.