Introduction

Balogs intends to provide the highest level of quality services to our customers and wants to meet and exceed your expectations. If our quality of service falls below the standard expected and complaints are received, we are obliged to review our service delivery and will respond to positive criticism with a willingness to offer efficient and effective service to our esteemed customers.

What is a complaint?

We define a complaint as “an expression of dissatisfaction, however made, about the quality of our services, actions or lack of actions by our staff or agents affecting an individual customer or group of customers.”

Whenever a customer tells us that they are not satisfied with the standard of service received, what Balogs has done, or what has not been done, it is regarded as a complaint.

This definition does not draw any distinction between expressions of discontent with service provision and criticism of the behaviour or actions of officers.

However, it does not include disagreements with or challenges to decisions made by officers in areas such as Money Laundry Regulation, KYC and exchange rate. Established, often statutory, processes are in place for appeals against such decisions and so they are not incorporated into the complaints procedure.

How to make a complaint

Comments and complaints can be made by emailing us at info@balogs.co.uk, or telephoning us on +447551195130.

How we deal with complaint

Complaint are dealt with by the service Manager, who will thoroughly investigate the matter. If your complaint is fully or partially upheld, you will receive:

1. A detailed explanation of what happened and what we are proposing to do to ensure that such situations do not arise again
2. An apology for any errors or omissions by Balogs
3. Where appropriate, the provision of a service to remedy the situation

As well as providing a judgement on whether a complaint is upheld, partially upheld or not upheld, the service manager will be required to form a judgement as to why you had a poor experience and what can be done to avoid such situations in the future. This could include:

1. The provision of clearer information
2. Improvement to our procedure

Complaint Handling Time

As we pride ourselves as excellent service provider who under promises and over delivers intended services to our esteemed customers. We will respond to complaint in writing within 15 working days. All complaints will be duly acknowledged and for any complaint we cannot deal with within this period, we will write to you and let you know when you can expect an answer from us. This may occur, for instance, if the complaint is of a complex nature.

If you are not satisfied with the outcome of your complaint, you may raise your concerns to the Financial Ombudsman Service (“FOS”) which has been established to review eligible complaints which financial businesses are unable to resolve. Further information and eligibility requirements can be found on http://www.financial-ombudsman.org.uk or you can contact the FOS via the methods below:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567 (freephone), 0300 123 9123 (from the UK), or +44 207 964 0500 (international)

Email: complaint.info@financial-ombudsman.org.uk

In certain circumstances you may also be able to submit your complaint to the Financial Conduct Authority (“FCA”). Further details can be found on http://www.fca.org.uk/ or you can contact the FCA via the methods below:

Financial Conduct Authority

25 The North Colonnade

London

E14 5HS

Telephone: 0800 111 6768 (freephone), 0300 500 8082 (from the UK), or +44 207 066 1000 (international)

Email: consumer.queries@fca.org.uk