Procédure de plainte

The Financial Conduct Authority defines a complaint as “any expression of dissatisfaction, whether oral or written, and whether justified or not"; a very wide and all-encompassing description.

However, a complaint is also an opportunity to turn an un happy customer into a satisfied long-term client. A dissatisfied customer who finds their issues dealt with swiftly and professionally will frequently have more respect for the firm than where their experience is smooth and untroubled

Customers need to have confidence that if something goes wrong during the service process, SENDS will treat their complaint seriously and take appropriate action. If we do not deal with the complaint to the satisfaction of the customer, who is the arbiter in the matter, the customer has the right to refer the complaint to the Financial Ombudsman Service (FOS). The FOS will levy a charge for investigating the complaint, consequently all complaints referred to the FOS will cost us. Finally, any decision made by the ombudsman is binding on us.

It is very important for us to maintain a good and transparent relationship with our customers and to offer outstanding service. But if for some reason you feel unsatisfied and you have a cause for complaint, we ask you to contact us. We see this as an opportunity to improve our service and assure you that we will process your request as quickly as possible. Your complaint will be processed free of charge.

To enable us to process your complaint promptly, we need the following information:- Your contact details (full name, address, telephone number or e-mail address)- Account holder and account number (in case of acting in the name and on behalf of another person, we require a corresponding authorization)- Statement of facts- As precise as possible a description of your concern or the goal you wish to achieve with your complaint- If available, copies of documents which are helpful for a better understanding of the contested operation

Our Customer Support is always happy to help you. There are three ways to make a complaint:

By phone
+44 7345 762 025

By email
[email protected]

- An SENDS employee will confirm receipt of your complaint via email within 24 hours of receiving it and will aim to resolve the complaint within three business days.- On occasion, a complaint may need to be escalated and so we may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.- In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum of 35 business days from the date of receipt to issue a final response.- If a complaint needs to be escalated or falls under exceptional circumstances, you will be notified by the SENDS employee.

SENDS will keep records of each complaint we receive and the measures we have taken to resolve the matter. The records will be kept for 3 years,

If for whatever reason, you are unhappy with our response, you can contact the UK’s Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here: https://www.financial-ombudsman.org.uk.