Excel-A-Rate

Facebook

Call us now on 0161 724 2424

Complaints Procedure

Excel-A-Rate Business Services Limited/ Excel A Rate Business Cash Limited

If you are not completely happy with our service we would like to hear about it. That way we can do something to put it right.

How we will treat your complaint:

At Excel-A-Rate Business Services Ltd/ Excel A Rate Business Cash Ltd/ Excel A Rate Business Cash Ltd we do everything we can to make sure our customers get the best possible service. However, sometimes, things can go wrong. When that happens we always, encourage you to tell us about your complaint so that we can correct the matter.

We want to:

  • Make it easy for you to tell us about your complaint;
  • Give your complaint the attention it deserves;
  • Resolve your complaint without delay; and
  • Make sure you are satisfied with how your complaint was resolved.

How and where to complain:

If you are not satisfied with any aspect of our service or product, you can tell us about your concerns in the following ways:

  • By appointment; visit our office and speak to a member of staff. We are open between 9.00am and 5.00pm Monday to Thursday and 9.00am until 3.45pm on Friday;
  • In writing – address your letter to: Head of Customer Services, Excel-A-Rate Business Services Ltd/ Excel A Rate Business Cash Ltd, Prospect House, 389-391 Ainsworth Road, Radcliffe, Manchester M26 4HN;
  • By Telephone – contact us on our usual number 0161 724 2424 during office hours;
  • By Email – enquiries@excel-a-rate.co.uk. Please do not include any additional personal information in your email for security reasons. We will respond by telephone or letter for the same reason.

How long will it take?

We aim to solve your concerns straightaway. However, if we have not been able to resolve your complaint within two weeks we will write to tell you:

  • Why we have not resolved your complaint;
  • Who is dealing with your complaint; and
  • When we will contact you again.

In most cases complaints will be dealt with within two weeks. We will contact you regularly until your complaint is resolved. If your complaint is particularly complex it may take longer to resolve. If, together, we cannot reach an agreement by the end of eight weeks we will:

  • Send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution

OR

  • Send you a letter giving you details of your referral rights to the Financial Ombudsman Service. For more information, please refer to the section on the Financial Ombudsman Services.

If you are unhappy with the way your complaint is dealt with

Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If you are not satisfied with our action or explanation the member of staff dealing with your complaint will be happy to discuss your concerns further. However, if you remain unhappy you can ask for your complaint to be reviewed at a higher level. Our Managing Director will review your complaint fully and will aim to give you a full response within two weeks. If the investigation is likely to take longer we will keep you informed of our progress. However you choose to contact us please quote your account number(s), your day time telephone number and/or email address, full details of your complaint and what you would like us to do to resolve matters. If appropriate please provide us with copies of any relevant documents such as letters, invoices etc. If we cannot reach an agreement we will refer you to the Financial Ombudsman Service. You can write to them at:

The Financial Ombudsman Service

South Quay Plaza
183 Marsh Wall
London
E14 9SR

The Financial Ombudsman Service:

Our aim is to resolve all complaints internally, however, if you are not satisfied with our suggested resolution or if eight weeks have passed since you first brought your complaint to our attention you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of any final response issued.

Alternatively you can telephone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman Service website on www.financial-ombudsman.org.uk.

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into and further information about this can be obtained by contacting the service direct.

CCTA
Excel-A-Rate Business Services Limited is authorised and regulated by the Financial Conduct Authority FRN 713832.
Excel A Rate Business Cash Limited is authorised and regulated by the Financial Conduct Authority FRN 671187.

Copyright © 2016 Excel-A-Rate Business Services Ltd.