Complaints Process

• Where an official complaint is received by TransferMate, the company will record the nature of the complaint and issue an acknowledgement email to the client within 5 business days of receiving the complaint. The acknowledgement will provide the client with the contact name who is responsible for dealing with the complaint. The official complaint must be made by email (you may also write, although this will slow down the process), and confirm that the client wishes to enter this process. Please email your complaint to complaints@transfermate.com



• TransferMate will investigate the complaint as swiftly as possible and where applicable, the complainant will receive a regular written update on the progress of the investigation at intervals of not more than 15 business days.



• TransferMate will try to resolve the client’s complaint within 15 business days of having received the complaint. However, in some instances where the case may be more complex, TransferMate may need to take longer than this and send a final response within 35 business days.



• Within 5 business days of the conclusion of the investigation of the complaint, TransferMate will issue a resolution letter detailing the outcome of the investigation. This letter will include, if applicable, an explanation of the terms of any offer that TransferMate is prepared to make in settlement of the client’s complaint.



• If at any time the complaint is unsatisfied with the handling of their complaint or the company cannot resolve the complaint with the 35 Business days timeframe, the complainant will be notified of their right to refer the matter to an independent service that resolves consumer complaints against regulated financial service providers.