ABOUT US:
NETG5 GLOBAL LTD, a private limited company registered under company number: 10732016 having registered office address “74 Coldharbour Lane, Hayes, England, UB3 3ES” and FCA Ref # 782209.
MEANING OF COMPLAINT HANDLING:
Complaints handling means the process of attending to and resolving Complaints including ongoing interaction with Complainants. The Complaints handler is adequately trained, they have an appropriate mix of experience, knowledge and skills.
COMPLAINT HANDLING PROCEDURE:
NETG5 GLOBAL LTD takes complaints seriously since they offer a critical opportunity to enhance our system for money transfers. The method for resolving problems that appear when clients believe their expectations of money transfers aren’t met is our complaints handling procedure. It lays forth a strategy for handling grievances in a competent, trustworthy, and consistent manner.
Our Company is proud to conduct its business in accordance with the procedures introduced by FSA [Financial Service Authority] and FOS [Financial Ombudsman Service].
Within a maximum of 15 days of the complaint’s receipt, we accept responsibility for reviewing every complaint.
In the event that we are unable to do so for any reason, we will explain why in writing and provide the customer with another date.
The client will have the right to file a complaint with the FSA or FOS if we are still unable to fix the issue within the extended deadline, if they are unhappy with the solution, or if they refuse to accept the revised date.
WHO CAN COMPLAIN?
All the customers using NETG5 GLOBAL LTD’s services who are facing any kind of problem can complain.
HOW TO COMPLAIN:
Complaints can be lodged via the following channels:
Phone: +447932913882
Email: admin@shahexchange.com
74 Coldharbour Lane, Hayes, England, UB3 3ES
HOW NETG5 GLOBAL LTD. RECORDS COMPLAIN?
It is simple to maintain track of complaints made through NETG5 GLOBAL LTD since each one is recorded and given a distinct reference number. For the complaint to be investigated, customers filing complaints must be ready to provide their name and contact information. Additionally, they will be offered the choice of receiving a direct response from someone or not. When a client requests a response, they will be given the complaint reference number and an estimate of how long it will take to respond.
NETG5 GLOBAL LTD’s POLICY AFTER COMPLAINT IS RECEIVED:
When a complaint is filed, it is sent to the appropriate department within NETG5 GLOBAL LTD, where it is handled.
Customer-requested responses to complaints shall be provided no later than 15 working days after the complaint has been received.
NETG5 GLOBAL LTD will get in touch with the client to let them know when they may anticipate a response if they believe it will take longer than 15 working days to respond.
When complaints are received about urgent circumstances, the relevant NETG5 GLOBAL LTD division will be alerted right away.
We shall use whatever reasonable means at our disposal to rapidly resolve issues.
REQUIRED INFORMATION OF COMPLAINANT:
Please make sure you always give us the following information to assist us investigate and handle the problem as quickly as possible, whether you want to discuss it informally or submit a formal complaint:
• Full name and address
• Your transaction reference number (if your complaint relates to a particular transaction)
• Your daytime phone number (if possible)
• Full details of your concern or complaint, including any previous dealings with us about it
• Copies of any relevant documents such as letters
• Details of what would you like us to do
IN CASE OF UNSATISFACTORY RESPONSE FROM NETG5 GLOBAL LTD:
At the end of the complaint procedure, it’s possible that you won’t get the result you wanted. This does not imply that your complaint was not addressed properly in all cases. Reasons for decisions taken at each stage of the process will be disclosed to you.
No more contact will be started about that particular complaint if, at the conclusion of the process, you were given a chance to be heard, treated fairly, and given explanations as to why your issue cannot be resolved.
Customers who are not satisfied with the outcome of a complaint or if we have not finished investigating your complaint after 15 weeks, you may be able to refer your complaint to The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.