Complaint Handling Procedure

1. Purpose

This procedure explains how NMS EXCHANGE LTD manages and resolves complaints from customers, partners, or other stakeholders. We are committed to addressing all complaints promptly, fairly, and transparently, in full compliance with applicable laws and regulatory requirements.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction — whether justified or not — regarding:

• Our products or services
• Our staff or representatives
• A transaction or business process
• Compliance with legal or regulatory obligations

3. How to Lodge a Complaint

You may submit a complaint through any of the following channels:

a. In Writing

b. By Email

info@noormoneyservices.co.uk

c. By Phone

0208 091 3711
(Monday to Friday, 10:00 AM – 6:00 PM)

d. Online

When submitting a complaint, please include:

• Your full name and contact information
• A clear description of the issue
• Relevant dates and transaction references
• Any supporting documents or evidence

4. Acknowledgment of Complaint

• You will receive a written acknowledgment within 2 business days of submitting your complaint.
• The acknowledgment will include a reference number and the contact details of the person handling your case.

5. Investigation Process

• Complaints are reviewed by a trained member of our Compliance or Customer Care team.
• We collect relevant information, review transaction records, and where necessary, consult with staff or third parties.
• Investigations are typically completed within 15 business days.
• Complex cases may take longer; however, you will be kept informed and provided with an estimated resolution timeline (maximum 35 business days, unless otherwise required).

6. Resolution and Response

Upon completion of our investigation, we will:

• Provide a written response outlining the outcome of your complaint
• Explain the reasons for our decision and any corrective actions taken (e.g., apology, refund, service adjustment)
• Inform you of your right to escalate the matter if you remain unsatisfied

7. Escalation

a. Internal Review

You may request a review of your complaint by Senior Management or the Compliance Officer.

8. Record Keeping

We maintain detailed records of all complaints for a minimum of five (5) years, including:

• Complaint details
• Correspondence
• Investigation steps
• Resolution and follow-up actions

9. Continuous Improvement

We regularly review complaints to identify trends and enhance:

• Staff training
• Internal policies and procedures
• Customer service standards
• Risk and compliance programs

10. Confidentiality

All complaints are handled in strict confidence. Personal data is processed in accordance with our Privacy Policy and applicable data protection laws.