Complaints Policy (United Kingdom)

At Africhange, we strive for exceptional customer service, but we recognize that issues can occur.

This policy ensures fair and prompt resolution of complaints.

To submit a complaint:

• Fill out our online complaint form (link)
• Email: complaints@africhange.com

The complaint must include:

• Personal information (name, address, etc.)
• Contact details (phone number, email associated with the account)
• A clear description of the issue
• Date and time of occurrence
• Details of prior attempts to resolve the issue with our customer support team

Upon receiving a complaint, we will:

• Acknowledge receipt via email within 48 hours
• Resolve the issue within 15 Business Days of receipt of the complaint
• Provide a Final Response no later than 35 Business Days after receiving the complaint

Escalation to the Financial Ombudsman Service (FOS)

If you are dissatisfied with our Final Response or if the complaint remains unresolved within the specified time frames, you may escalate the matter to the Financial Ombudsman Service (FOS) using the contact details below:

• Website: https://www.financial-ombudsman.org.uk/
• Email: complaint.info@financial-ombudsman.org.uk
• Mail: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Phone: 0800 023 4 567 (free), 0300 123 9 123 (weekdays 8:00 am - 5:00 pm GMT)

Note: If you are not in the UK, please call +44 20 7964 0500.

You have six months after receiving our Final Response to refer the complaint to the FOS.