INTRODUCTION
United Money Services Ltd hereafter will be referred to as UMS endeavours to deliver its work to the highest possible standards and welcomes and encourages feedback when it has not met expectations. Complaints that are raised are received by the company as useful feedback and opportunities to learn and improve its work.
This procedure is to cover complaints submitted by individuals about the company, in particular its services, activities, and standards. The complaint could be about action taken by the UMS, its lack of action, the standard of services provided by UMS, or general dissatisfaction about dealings with the company.
The complaint will be dealt with in accordance with the following procedure. Any questions or disputes about the most appropriate procedure for dealing with a complaint will be determined by the director of United Money Services Ltd.
TIMESCALES, PRINCIPLES & CONDUCT
UMS will make every effort to deal promptly, efficiently and fairly with all complaints. However, it will not accept any complaints that, in the opinion of the director of the company, are frivolous, malicious or vexatious complaints. Anonymous complaints will also not be accepted unless the director of the company determines otherwise in their sole and absolute discretion.
It is expected that all parties will act reasonably, fairly, courteously and in good faith towards each other and comply with the process set out in this procedure, all of which will be dealt with in confidence by all parties. Confidentiality is subject to the need to safeguard customers and ensure a full and fair investigation. If a member of staff has been complained about, they will be informed about the complaint, unless there are exceptional reasons not to do so. UMS is Limited Liability Company regulated by Financial Conduct Authority.
United Money Services – Complaints Procedure
All complaints will be objectively investigated by a lead officer appointed by the director of the company. To facilitate effective investigations of complaints it is expected that matters will be raised with the company as soon as possible after the incident or matter complained about arises. For this reason, complaints about matters which occurred more than 3 months previously will not usually be accepted unless (in their sole and absolute discretion) the director of the company considers that there are exceptional circumstances for doing so.
The company will aim to reply in writing to the complainant as soon as possible. UMS is responsible for ensuring that complaints are dealt with in accordance with the procedures set out in this document and that the time limits for responding to complaints are adhered to.
Informal Procedure
The majority of complaints should be amicably resolved by the complainant contacting the compliance officer or staff member to discuss on a one-to-one basis. It is expected that all parties will have such discussions openly with a genuine desire to resolve the complaint at the earliest possible stage
Only if the complaint cannot be satisfactorily resolved through informal discussions shall the formal complaints procedure set out below be followed.
Formal Procedure
Formal complaints must be sent in writing to the director of the company. The complaint must be made within three (3) months of the incident which has given rise to the complaint.
Accepted formal complaint the complainant must provide:
- Full name:
- Full address:
- Your transaction date, reference number and amount:
- Your daytime phone number:
- Description of your concern or complaint; and
- Details of what the complainant feels would put things right:
If the director of the company accepts the complaint as a formal complaint under this procedure, they will nominate an appropriate lead officer to investigate the complaint and report back to them.
The conduct of the investigation will be determined by the Lead officer in consultation with the director of the company and may include (but is not required to include) the request of written statements from and/or meetings with relevant parties as necessary to establish the facts surrounding the complaint. The complainant shall fully cooperate with the investigation and shall promptly respond to all requests made of them by the Lead officer.
On completion of the investigation, the Lead officer shall report to the director of the company on the results of the investigation following which the director of the company shall (in the light of any appropriate advice received) determine what action is to be taken with regard to the complaint and shall inform the complainant “final response” in writing of:
- their decision
- the reasons for the decision.
- the appropriate remedy where the complaint is upheld; and
- information on the next steps available to the complainant (Complaint outcome)
Each of our customers is vital to United money Services Ltd and we believe you have the right to fair, prompt, and courteous service at all times.
United money Services Ltd has drafted a complaints policy to ensure that All complaints are handled promptly, efficiently and positively by one of our responsible person in charge . As our customer, you are in a strong position to assess our performance, and we rely on you to let us know when something goes wrong. Your complaint will be taken seriously and confidentially.
The processes for filing a complaint are outlined on below. Kindly, bear in mind, however, that we must function within a legal framework. Any judgments we make must comply with applicable laws; yet, we may not always be able to accommodate your needs.
What is the best way to file a complaint? If you are dissatisfied with the service you have experienced , please contact the individual who is carrying out the transaction in question. Most complaints may be handled promptly and informally. If you prefer to file a formal complaint, it should be carried out in writing, via post or email addressed it to United Money Services Ltd, Client Complaint Services Manager. The Client Services Manager will be more than happy to resolve the situation and make sure you satisfied with the service provided. Please be as specific as possible in your complaint form/letter. Every letter/email you receive from us includes the sender’s contact information as well as a reference number.
Please make sure you always mention the following information to assist our investigation handle the situation as promptly as possible.
- Full name:
- Full address:
- Your transaction date, reference number and amount:
- Your daytime phone number:
- Description of your concern or complaint:
Milli's Shopping Mall
+(44) 2034176550 
info@unitedmoneyservices.co.uk
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