If you are a client of Xchange Finance Limited, we would encourage you first to speak to your Account Manager either by calling her/him or by sending him/her an email in an attempt to resolve your issue.
However, if that is not successful or if your complaint involves your Account Manager, please email us at email@example.com and our Complaints Officer will contact you directly.
Kindly note that the following types of messages shall not be considered as Complaints:
- complaints concerning the Company’s activity which is not regulated by the special laws and is not supervised by the supervisory authority;
- complaints concerning activity for the performance of which the Company is not responsible;
- requests for identification of payment or payment remitter / subject depositing funds on the client’s account;
-requests for mediation of payment return or for payment recipient identification;
-requests for a copy of payment or transaction document;
-requests for data about payment remitter or payment specification;
-suggestions for adjustment or improvement of the Company’s services;
- suggestions for modification of documents issued and (or) proposed by the Company in relation to the service provision.
In case the Company is not responsible for the performance of the activity indicated in the complaint, the Company shall reply to the client by indicating reasons for a refusal to accept and examine the complaint, as well as, if possible, specifying the person responsible for dealing with such complaints.