Complaints Procedure
At Sterling Exchange (SE) we endeavour at all times to deliver a professional, caring and courteous service to all our customers. SE's high standards of customer service are a fundamental part of our ongoing success.
If you feel we have not lived up to this promise or if you feel we can improve or enhance our existing services we would like to hear from you.
Making a Suggestion:
If you have any suggestions on how we at SE could improve our services then please send these in writing or by email, to your account manager. All suggestions will be reviewed and considered.
Making a Complaint:
What will happen when you complain?
While we work hard to provide a high quality service to our customers, we are aware that sometimes you may feel you did not receive as good a service from SE as you expected. As a result, and in keeping with our standards, we have in place a Customer Complaints Procedure.
Our standards for dealing with complaints
- We will treat your complaint properly, fairly and impartially.
- We promise that making a complaint will have no implications for your dealings with our organisation.
- We will apologise for any mistake, explain what happened and put it right where ever possible.
- All complaint outcomes will be used to improve the future products and services SE offers to its clients.
All formal complaints are reviewed seriously by SE directors.
Complaints Procedure
Stage one
If you are dissatisfied with some aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to your account manager’s supervisor who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.
Stage two
If the first response is not satisfactory, you can write to or email the Directors at SE's head office. We will investigate further and you will receive a response within 10 working days from when we receive your letter or email.
The contact information you require is:
Company Director: Miltiades Christodoulou
Sterling Exchange
45 Ludgate hill
London
EC4M 7JU
Tel: 0207 329 9977 Email info@sterlingexchange.co.uk
If you are a private individual or firm, charity or organisation with a turnover of less than £1,000,000, you may refer your complaint to the Financial Ombudsman Service (FOS), provided we have had an adequate opportunity to resolve your complaint first. We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our initial or final response. The FOS can be contacted by:
http://www.financial-ombudsman.org.uk/consumer/complaints.htm
Tel: 0845 080 1800
SE will provide whatever assistance we can to the FOS and abide with their final decision.
Your right as a customer to take legal action remains unaffected by the existence or use of any complaints procedures referred to above. However, the FOS will not adjudicate on any cases where litigation has commenced.
