SendPay
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    +44 0208 231 1897
  • Our Address
    484 Greenford Road, Greenford, UB6 8SJ, UK
  • Working Hours
    Mon - Sat 9.00 - 18.00

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Complaints Procedure

HomeComplaints Procedure

At TOUMAFX, we always aim to provide you with the highest standards of service – both through our product, and our Customer team, who are always on hand to help with your enquiries. However, we do understand that there may be rare occasions where our service has not met your expectations.

If this is the case, we wish to extend our sincerest apologies to you that you feel we have let you down, and we will remain committed to righting the situation with you wherever possible.

As a consumer you have rights and therefore our complaints procedure has been designed in line with the recommendations and requirements of our regulators at the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

Although you have the right to make a complaint orally, for the sake of a clear understanding of the issues at hand, we would always recommend that you submit your complaint by email to info@sendpay.money or fill in our online complaints form below clearly detailing:

  • Your TOUMAFX customer number or PAYMENT ORDER number
  • what the problem is – outline fully the nature of your dissatisfaction and
  • how you want things put right

 

If we cannot resolve your complaint within 15 (fifteen) business days from initial receipt of your complaint, we will write to you anyway indicating the reasons for the delay in answering to the complaint and specifying the deadline by which you shall receive the final reply.  Such final response will take no longer than 35 (thirty five) business days.

If you are not satisfied with the outcome of your complaint or not happy how the complaint has been handled you may take the matter further by contacting the:

The Financial Ombudsman Service

Exchange Tower
London E14 9SR
www.financial-ombudsman .org.uk
Telephone: 0800 023 4567