Any complaints about us or the Services we provide should be addressed to us in the first place. You should clearly indicate that you wish to make a complaint to us. This helps us to distinguish a complaint from a typical query. We will send an acknowledgement of receipt of complaint and may request additional information from you regarding your complaint. Our goal is to provide you with a prompt resolution of your complaint where possible. Nothing contained here in, however, constitutes an unconditional commitment by Transfer Direct Ltd to resolve your complaint. Transfer Direct Ltd has the right to forward your complaint to a third party if we have reasonable grounds to believe that the third party may be solely or jointly responsible for the matter alleged in the complaint. If a complaint is forwarded to a third party, we will inform you about the reasons and the third party’s contact details. If we receive a forwarded complaint, then we treat this complaint as if Transfer Direct Ltd has received the complaint directly and the same time limits will apply from the date on which Transfer Direct Ltd has received the forwarded complaint as specified in this Procedure.
Transfer Direct Ltd aims to resolve and assess complaints fairly, consistently, promptly and in substance. There are three stages to the Complaints Procedure: a) Stage one - submission of the complaint You can submit your complaints by contacting us via: at the address: 37 Court Parade, East Lane, Wembley, Middlesex, England,HA0 3HS by email: info@transferdirectltd.co.uk Or via the complaint form available on our website. On receipt, each complaint will be allocated a reference number and logged on our Complaints Log. You should clearly state that you wish to make a complaint to us. This helps us to distinguish a complaint from a typical query. We may send an acknowledgement of complaint or request additional information from you regarding your complaint. b) Stage two - investigating the complaint The case is resolved within three working days We may resolve your complaint within three working days. Once we receive your complaint, we will immediately send you a written acknowledgement which informs about receipt of the complaint and confirms Transfer Direct Ltd is handling it. Once your complaint is resolved, you will be provided with a written confirmation of that and your available options for referring the complaint back to us or further recourse to the Financial Ombudsman Service if you are not satisfied. The complaint is considered as resolved where you have indicated acceptance (either express or implied by action) of a response from the Transfer Direct Ltd, with neither the response nor acceptance having to be in writing. The case is not resolved within three working days We send you a written acknowledgement which informs you about receipt of the complaint and our handling of it. We examine your complaint by the end of the 15th business day after the receipt of the complaint and we keep you informed thereafter of the progress and the measures being taken for the resolution of this issue. If the aforementioned timeframe cannot be met, then we inform you, within 35 days from the date we received the complaint, about the reasons beyond the control of Transfer Direct Ltd and the alternative timeframe for resolution. Once the complaint is resolved, we send you the final response which states whether Transfer Direct Ltd accepts or rejects the complaint, the relevant reasons, the intention to offer redress or remedial action and details of the redress where applicable, and other additional information relevant to the case. c) Stage three: alternative dispute resolution mechanism We do not use any services of another dispute resolution provider because Transfer Direct Ltd has its own complaints handling procedure and resources in order to resolve complaints and disputes concerning your rights and obligations fairly, impartially and efficiently. If you are still dissatisfied with the outcome of our investigation, you always may direct your complaint to the Financial Ombudsman Service: address: Exchange Tower, London E14 9SR phone number: 0800 023 4567 FOS Online Complaint Form: https://help.financial-ombudsman.org.uk/help Website: https://www.financial-ombudsman.org.uk/ Reference: Section 22 https://moneff.com/en-gb/terms-and-conditions
Oqab Remittance is trading name of Transfer Direct Ltd - company registered in England and Wales (registration number 12194165). Transfer Direct Ltd is authorised and regulated by the Financial Conduct Authority(FCA) under the Payment Services Regulations 2017 (reference no. 918589) for the provision of payment services. Transfer Direct Ltd is also registered by the HMRC as a money service business (registration number XLML00000154080). Company registered address: 37 Court Parade, East Lane, Wembley HA0 3HS.