Our commitment to you

At GMK Money Transfer every customer is important to us, and we believe you have the right to a fair, swift and courteous service always. Unfortunately, this sometimes does not happen, and it is important you tell us about it as we treat all complaints very seriously.

We recognise that from time to time you may have a complaint. We are especially keen to hear about such instances since they provide us with an opportunity to put things right and to learn from our mistakes. That way, we can get it right next time.

Handling complaints quickly, fairly and helpfully is a key part of our approach to service delivery. Examples of complaints (non – exhaustive) about a service provided by GMK:

• dissatisfaction with the way in which we respond to an enquiry, or the time that we took to respond to a phone call
• delivery time of transaction
• customer service
• dissatisfaction with the response to a request for our services to be provided in a different format.

If things need to be rectified, we will endeavour to:

• ensure that making a complaint is as easy as possible;
• treat a complaint seriously whether it is made in writing by letter, via fax, our website, email or by telephone;
• deal with it promptly, politely and where appropriate, informally (for example, by telephone);
• include in our response an apology where we have got things wrong, an
• explanation of the position, or information on any actions taken; and
• learn from complaints; use them to improve our service.

HOW TO MAKE A COMPLAINT

As noted above, we would hope to rectify any issues that you have immediately. In the first instance please call us on 0208 133 9506 so that we can resolve any problems as we value your patronage.

We hope that you will not need to formally complain to us, but if you are not satisfied with our response via telephone you can make a complaint to us in writing by letter, fax or email. If you are emailing, please let us know if a reply by email is acceptable and, if not, please provide a full postal address.

Complaints can be lodged via the following channels:

• Online: Contact Us Form
• Email: info@gmkmoneytransfer.co.uk

WHAT HAPPENS NEXT?

We will use our best endeavours to treat complaints thoroughly, fairly and politely, and investigate them sensitively and respond promptly.

We will acknowledge receipt of your complaint in writing within 3 Business Days.

We will investigate your complaint and come back to you with the results of our investigation within 15 Business Days after the receipt of our acknowledgement of your complaint. This is known as our FINAL RESPONSE LETTER. If you are satisfied with our FINAL RESPONSE then we will both agree that your complaint is closed.

If you are not satisfied with our final response then you can refer your complaint to the Financial Ombudsman Service. You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

If it is not possible to give you a full reply within 15 Business Days – for instance because a detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint, and when you can expect the full reply. In this instance you are still able to refer your complaint to the Financial Ombudsman Service while awaiting our final response. Please see below for details about the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service by writing to -

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

You can also telephone them : 0800 0234 567 or 0300 123 9 123

Financial Ombudsman Service Website :financial-ombudsman.org.uk