Last revised: 17th of March, 2022
Banxe Ltd is registered with Companies House in the UK under Company Number 11784778 and the registered office is Queensbury House, 106 Queens Road, Brighton, East Sussex, England, BN1 3XF.
This Policy outlines how we handle any complaints that we receive and complies with our regulatory requirements.
2. HOW TO MAKE A COMPLAINT
If you are a client of Banxe Ltd, we would encourage you first to speak with the Customer Support team. If you have a complaint, the best way to contact us is via the web browser chat. Alternatively, you can submit a complaint via our online “Submit a complaint” form or by sending an email at firstname.lastname@example.org
If you choose to send an email, you’ll need to tell us:
your name and surname;
the phone number and email address associated with your account;
what the issue is;
when the problem arose; and
how you'd like us to put the matter right;
3. WHAT HAPPENS NEXT
Once you’ve submitted your complaint, we’ll acknowledge receipt of this shortly after. We'll then investigate your complaint and respond to you via email.
Your complaint will be logged in our system and a designated Customer Support team member will be allocated to handling your matter.
We would like to assure you that the team member handling your complaint will be an experienced member of staff and, where appropriate, someone who was not directly involved in the matter about which you are raising a complaint. They will have the authority to settle your complaint or will have access to someone who has such authority.
4. STEPS TOWARDS RESOLVING YOUR COMPLAINT
Step 1 – The designated team member will acknowledge receipt of your complaint, by email, within 2 business days.
Step 2 – We will carry out a thorough investigation into your complaint and you should get a response and an explanation.
Depending on the service provided, your complaint may be transferred directly to the company providing services to you. You can find a list of what products and services are offered by which entitybelow:
Business and Personal E-Money, Current Accounts;
Payment Transaction and Transfer Services;
Currency Conversion / Currency Exchange Services
Virtual Currency Wallets;
Crypto-Crypto exchange (Spot, Futures)
Consideration of complaints submitted to above listed companies will be carried out in accordance with the Banxe Complaint policy and the following policies will apply:
Tompay Ltd. - https://www.tompayment.com/complaints-policy/
Step 3 – If you are not happy with our response, you are invited to provide your comments particularly if we have omitted something that you consider of relevance to the matter.
Step 4 – Banxe Ltd will provide you with a final response of the initial complaint, confirming our position on your complaint and setting out our conclusions.
Step 5 - If you are not happy with our final resolution you can refer your complaint to the relevant external dispute resolution scheme.
5. TIME FRAMES
We aim to resolve your complaint and issue our final conclusions within 15 business days of receiving your complaint.
However, in exceptional circumstances, if we cannot give you a final response within that time period, we will contact you to let you know why not and to confirm when you can expect to receive a substantive response from us.
In any event, we will send you a final response within 35 business days of receiving your complaint.
Please note that Banxe Ltd has a right to ask you for additional documents in support of your claim and will be expecting that such will be submitted without unreasonable delay.
6. WHAT HAPPENS IF YOU ARE NOT SATISFIED WITH OUR RESPONSE
If despite our best efforts, you’re still unhappy with how we dealt with your complaint, you can contact the relevant external dispute resolution scheme. The type of scheme you can contact depends on which legal entity provided you with the product or service you complained about.
If your complaint is about a regulated product or service offered by TomPayLtd, you can contact the UK’s Financial Ombudsman Service (FOS).
THE FINANCIAL OMBUDSMAN SERVICE (FOS) WILL ONLY CONSIDER COMPLAINTS ABOUT REGULATED PRODUCTS AND SERVICES.
You must contact them within 6 months of the date of our final response. If you do not, the FOS will not have our permission to consider your complaint and will only be able to do so in exceptional circumstances.
To contact the Financial Ombudsman Service, a complainant is advised to write or telephone or email their situation to the Financial Ombudsman Service.
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:
using the following numbers:
Telephone: 0300 123 9123, 0800 023 4567 or +44 20 7964 1000 (international)
Financial Ombudsman Service
In certain events 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:
using the following numbers:
Telephone: 0800 111 6768 (freephone), 0300 500 8082 (from the UK), or +44 207 066 1000 (international);
Financial Conduct Authority
25 The North Colonnade
If your complaint is about a service offered by NeuroNext ÖU then you may contact the relevant authorities in Estonia.
You may also file a complaint on the activity of NeuroNext ÖU with the Estonian Financial Supervision Authority (EFSA):
Estonian Financial Supervision Authority
using the following numbers:
Telephone: +372 668 0500
Further information and eligibility requirements can be found on
7. COMPLAINT RECORDS
The legislation obliges us to keep a record of each complaint received and the measures taken for its resolution. We retain these records for a minimum of 5 years from the date the complaint was received.