Complaints

COMPLAINT PROCEDURE

1. Make a complaint to the Customer Service.
   You can give us a call, write an e-mail, send your complaint by post or fill in an online complaint form.

2. In order to process the complaint, we need verify the identity of the sender of the transfer, the transferred amount, as well as date and place of the transfer order.
   In order to ensure the security of our customers’ personal data and their transactions, EasySend Ltd. does not provide information on completed transfers to anyone who cannot provide the above-mentioned information.

3. EasySend Ltd undertakes to:

   • Process the complaint within 15 business days after receiving it.
     
     
   • If, for reasons beyond our control, we are not able to process your complaint within this period, the deadline may be extended to 35 business days.

4. We may ask for additional data
   In some cases you may be asked to provide additional documents to justify your complaint, such as a bank statement from your account.

5. In special cases we undertake to represent our customers in the complaint process
   If the complaint concerns a bank acting as an intermediary in the transaction between EasySend and the customer, we undertake to represent the customer in the complaint process.

6. If you feel that the resolution of the complaint has not been satisfactory, you have the right to contact the UK Financial Ombudsman for Financial Services at:

   • The Financial Ombudsman Service
   • Exchange Tower
   • London E14 9SR
   • email: complaint.info@financial-ombudsman.org.uk
   • tel.: 0800 023 4567 (Monday – Friday: 8.00 – 20.00, Saturday: 9.00 – 13:00)
   • Website: http://www.financial-ombudsman.org.uk