Complaint Handling Procedures
Belyfted Limited strongly values our customers and takes our obligation seriously. We're here to help with all customer queries, complaints and issues at any time.
Whether you have a question or are reporting a problem, contact Belyfted Customer Service and we will respond as quickly as possible.
Reporting Fraud
It's easy to report fraud, if a customer contacts us initially about fraud, we will send the form below for them to provide details of the incident.
If you suspect fraud on a transaction that has not yet been received, please contact our Customer Care Centre at 02081270308 in order to have the transaction cancelled immediately.
To help us investigate and resolve your issue, please provide the following information when contacting us:
• Your name and address
• Daytime telephone number
• Time you prefer us to contact you
• 8-digit transaction reference number
• Details of the problem and resolution being requested
Ways to contact us
• Visit our frequently asked questions for answers to common questions.
• Email: support@belyfted.com
• Write to us
The Compliance Officer
Belyfted Limited
44 Whalebone Lane South,
Dagenham
Essex
RM8 1BB
• Complete the form below
If customer is not satisfied with any aspect or our service, they have the right to complain.
We aim to resolve all complaints fairly and promptly. However, if customers are still dissatisfied with our suggested final resolution, or if over 35 business days have passed since they first brought their complaint to our attention, they have the right to refer their complaint to the Financial Ombudsman Service (FOS).
The FOS will only deal with customer complaint once we’ve tried to resolve it, so please first raise your concerns with us and we'll do all we can to help.
If you would like the FOS to look into your complaint, you must contact them within six months of the date of our final response.
o The FOS is free and offers customers independent advice and support.
o The FOS is available to settle certain complaints that cannot be settled through the internal complaints procedures.
o More information about the ombudsman and their work can be found at http://www.financial-ombudsman.org.uk/
o This information can be provided in hardcopy, by requesting a copy of the official leaflet “your complaint and the ombudsman”
o Belyfted Limited strongly values our customers & take our obligations seriously.
o All customers should be made aware of our complaints procedure - which is laid out in our policy for more information.
o Details are also available on our website.
Belyfted Limited treats all complaints seriously, as it’s an important way to improve our money transfer services to customers. Our Complaints Handling Procedure is the process for addressing issues that arise when customers feel their expectations of money transfers aren’t met.
We operate in accordance with the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS) complaints management procedure. We recognise that we have an obligation to all customers and Agents who are dissatisfied with our service to resolve any complaint from the point of notification.
If this is not possible for any reason then we will state our reasons for not being able to do so. If this is still not acceptable to the customer, then such complaint may be eligible for consideration by the FCA or FOS. To assist customer, we will highlight our complaint procedure.
Complaints can be lodged via the following channels:
Online
Using our Online Complaint Form to lodge complain
Email
complaint@belyfted.com
How do customers make a complaint?
We’re sorry that you’re not happy with our service. By making a complaint, you’re giving us the opportunity to investigate and improve our services for everybody.
If you’re registered for Online Banking, you can log in and start a web chat or send us a secure message with details of your complaint. Logging in before telling us about your complaint means we’ll have access to your account details so it’s quicker and easier for us to help you.
If you don’t have Online Banking, or don’t have an account with us, you can drop us a quick note through our online form and we’ll call you back to discuss. If you’d prefer, you can call or write to us instead.
Start a web chat
Open our website details to start a web chat and discuss your complaint with one of our advisers. Once you’ve logged in, select ‘Contact us’ from the top menu, followed by ‘Your complaint’. Web chat is open all day, every day.
By Phone
Calling is one of the fastest ways to talk to us about your complaint. Lines are open Monday to Friday during operational hours meaning your complaint will be investigated with care by our knowledgeable team – at a convenient time for you.
Please call us on of this number, and select option
From the UK: 020 8127 0308*
Lines are open between 10am – 6pm hours a day, Monday to Friday.
By post
Customers can send a letter or a complaint form (see for below) explaining their complaint to Belyfted Limited Customer Relations
44 Whalebone Lane South
Dagenham
RM8 1BB
Branch
If you want to talk to someone face-to-face, you can visit us in branch to discuss your complaint or customers can send a letter or a complaint form (see above) explaining their complaint.
