Full details of all complaints will be recorded by Interchange, and if we cannot resolve your complaint to your satisfaction immediately, that person will refer it to our Compliance Officer who will write to you within one week, and tell you:
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Why we have not yet resolved your complaint
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Who is dealing with your complaint
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When we will contact you again, which will be no more than 4 weeks
In most cases, complaints are dealt with within two weeks.
If your complaint is particularly complicated, it may take longer to resolve. If this is the case, we will inform you on the date we initially stated that we would contact you. At this point, we will give our reasons for the delay and an indication of when we expect to provide a resolution
If at any time you are unhappy with the progress or outcome of our investigations, please do not hesitate to contact the Compliance Officer.
If you are unhappy with any of our responses, you should notify the Compliance Officer that this is the case and why, via email or by post to the addresses given above. We will give our final response to your complaint with 8 weeks. If you remain dissatisfied following our final response, then you may refer your case to the Financial Ombudsman Service (FOS). Please see details below.
FOS is an independent organisation set up to resolve disputes between consumers and financial firms such as ourselves.
Please note that FOS will only investigate cases once we have been given the opportunity to resolve your complaint.
Contacting FOS
You may lodge your complaint with FOS by sending the necessary documents and information to:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
FOREIGN CURRENCY EXCHANGE SERVICES
