Remittell Money Ltd is committed to delivering an efficient and professional service. We aim to provide prompt, courteous, helpful, open and informative advice in response to every approach made by a member of public. We are always keen to hear the views of our customers, particularly the public, about our performance generally.
We recognize that, like all organizations, from time to time things may go wrong. We are especially keen to hear about such instances since they provide us with an opportunity to put things right and to learn from our mistakes.
How to make a complaint
You can make a complaint in writing by letter, email or by telephone.
Complaints should normally be directed to the member of staff with whom you have been dealing or our Complaints manager. This will give them the opportunity to explain what actions have been taken and to try to sort things out with you. If you would prefer, you can ask the member of staff for the name of their line manager and send your complaint to them or directly to our Complaints manager.
What happens next?
We will use our best endeavours to treat complaints thoroughly, fairly and politely, and investigate them sensitively and respond promptly.
Our target for replying to complaints is 15 business days from the date of receipt. If it is not possible to give you a full reply within this time – for instance because detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint, and when you can expect the full reply and from whom.
Our Complaints manager can be contacted:
5 Red Lion Court,