Complaints
We are committed to providing you with the best service at all times. In the unlikely event that you are dissatisfied, you should contact us as soon as possible.
Please ensure you provide the following information to help us investigate your complaint:
- Full name and address
- Daytime telephone number and preferred contact time
- Transaction number
- Details of your complaint
- Preferred method of contact- post, email, or ‘phone
How to report the complaint?
| Phone |
+44 121 515 4008 (Lines are open between 9am and 5pm from Mon to Fri) Calls may be recorded for training and security purposes. |
| Write |
Complaints BRAC Saajan Exchange Ltd BSE House 160 - 162 Lozells Road Birmingham B19 2SX United Kingdom |
| [email protected] |
How your complaint will be handled?
We will take your complaint seriously and attempt to resolve it as quickly as possible. If for any reason we can't resolve the complaint straight away, we will follow the procedure below:
| Acknowledgement |
BSEL will begin the process of investigation immediately after receiving your complaint and respond within a reasonable period of time. |
| Progress Update |
In most cases complaint should be resolved within 15 business days. If additional time is needed for reasons beyond our control, BSEL will inform you indicating the reasons and specifying a final deadline,which will not exceed 35 business days where possible. BSEL may also request further information or documents from you that may help expedite the investigation. |
| Final Response |
Upon completion of the investigation, BSEL will communicate the final decision via your preferred method(email or post), unless the regulation requires any specific. method of communication. |
If you are not satisfied with our final response, you can seek further help from the Financial Ombudsman:
The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR
or send email to [email protected];
or dial 0800 023 4567 or 0300 1239 123 (Between 8am and 8pm from Mon to Fri, Sat 9am to 1pm)
or +44 20 7964 0500 (from outside the UK)
