Customer Complaints Procedure

We are committed to provide you with the highest standards of service, but there may be occasions when our service or advice does not meet your expectations. This guide is intended to communicate the process we will follow should you feel the need to complain. The procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

If you would like to discuss your complaint you may contact your NEC Adviser. Although we will deal with complaints made verbally, it is preferable that your complaint is put in writing using our Complaints Form and send to :

Complaint Manager

Nec Money Transfer Limited

Head Office :

624A Romford road, Manor park,

London, E12 5AQ,

United Kingdom.

Or Email to [email protected]

We will send you a written acknowledgement within five working days of receiving your complaint (whether made verbally or in writing).

1. Your concerns will be fully investigated and a detailed response (‘decision letter’) issued within eight weeks of receiving your complaint.
2. In order for a thorough investigation to be undertaken your complaint letter and details from your file will be sent to the selling Agent, who will be asked for a report.
3. Should you have any concerns in the meantime you should contact the member of staff whose name appears on the acknowledgement letter.
4. In the unlikely event that no response is provided by us within the eight week period you are entitled to refer your complaint to the Financial Ombudsman Service. If you remain dissatisfied following our final decision letter, you have the option to refer the matter to the Financial Ombudsman Service at:
   

   The Financial Ombudsman Service

   Exchange Tower

   London

   E14 9SR

If the matter is to be referred to the Ombudsman you should do so as soon as possible after our final response and certainly within six months. Outside this time period the FOS has the discretion whether to review your complaint or not.

Please note

You should allow us to complete our Internal Complaints Procedure before you refer your concerns to the Ombudsman. There are certain types of complaint which are outside the Ombudsman’s jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 0300 123 9123 to discuss your complaint. You can also visit their Website for more information.

Nec Money Transfer Limited offers restricted advice. Authorised and regulated by the Financial Conduct Authority under register number 07179911. Contact +44-2084722266