Complaint Handling Procedure

1. Purpose

This procedure outlines how FX Zone Express Ltd manages and resolves complaints from customers, partners, or other stakeholders. We are committed to handling complaints promptly, fairly, and transparently, in compliance with all applicable laws and regulatory standards.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction—whether justified or not—about:

• Our products or services
• Our staff or representatives
• A transaction or business process
• Compliance with legal or regulatory obligations

3. How to Lodge a Complaint

You can lodge a complaint through any of the following channels:

a. In Writing
FX Zone Express Ltd – Complaints Department
3 Botwell Lane,
Hayes Town, UB3 3AB
United Kingdom

b. Email
📧 info@fxzonexpress.co.uk

c. Phone
📞 07307 320900
(Monday to Friday, 10am – 6pm)

d. Online
🔗 Submit a Complaint

Please include the following details in your complaint:

• Your full name and contact information

• A clear description of the issue

• Relevant dates and transaction references

• Any supporting documents or evidence

4. Acknowledgement of Complaint

• You will receive a written acknowledgment within 2 business days of receiving your complaint.

• The acknowledgment will include a reference number and the contact details of the person handling your case.

5. Investigation Process

• Complaints are handled by a trained member of our Compliance or Customer Care team.

• We gather relevant information, consult transaction records, and if necessary, speak with staff or third parties.

• Investigations are typically completed within 15 business days.

• Complex cases may take longer, but we will keep you updated and provide an expected resolution timeline (maximum 35 business days, unless otherwise required).

6. Resolution and Response

Once the investigation is complete, we will:

• Provide a written response explaining the outcome of your complaint

• Include the reasons for our decision and any corrective action taken (e.g., apology, refund, service change)

• Inform you of your right to escalate the matter if unsatisfied

7. Escalation

a. Internal Review
You can request a review by our Senior Management or Compliance Officer.

b. External Ombudsman or Regulator
If the issue remains unresolved, you may contact:
Financial Ombudsman Service
🌐 Visit Website
📞 0800 023 4567

8. Record Keeping

We maintain detailed records of all complaints for at least 5 years, including:

• Complaint details

• Correspondence

• Investigation steps

• Resolution and follow-up actions

9. Continuous Improvement

We regularly review complaints to identify trends and improve:

• Staff training

• Internal policies and procedures

• Customer service experience

• Risk and compliance programs

10. Confidentiality

All complaints are handled confidentially. Personal data is processed in accordance with our Privacy Policy and applicable data protection laws.

Contact Us

📧 Email: info@fxzonexpress.co.uk
📞 Phone: 07307 320900
📍 Address: 3 Botwell Lane, Hayes Town, UB3 3AB, United Kingdom