Prime Money Exchange ltd is committed to delivering an efficient and prompt service. We aim to provide professional, courteous, helpful, and informative advice in response to every approach made by our clients. Feedback is very important to us; hence we are always keen to hear the views of the general public, about our performance and service. We acknowledge the fact that, due to circumstances beyond our immediate control, our services may be subject to a few glitches at times. We are keen to hear about such situations since they provide us with an opportunity to put things right and to learn from our mistakes.

1. Complaints Handling

Prime Money Exchange Limited is committed to give the best possible service to its numerous customers. By this commitment, Prime Money Exchange aims to monitor the satisfaction level of its customers in connection to where a complaint is received.

As the company strives to achieve the ultimate in the satisfaction of our customers, we also do realise that the service may not always go right in a very busy environment. Therefore, whenever the service falls short of the required standard, Prime Money Exchange Limited will like to know of it immediately.

Customers are therefore advised not to hesitate to inform us of a complaint whenever they feel dissatisfied as this will enable Prime Money Exchange Limited to improve the service and make it even better than it is.

Complaints can be made in writing by email, by telephone and postal mail.
Email: info@primemoney.co.uk
Telephone: [+44] 0208 471 3653
Postal Address:
Prime Money Exchange Limited.
24 Plashet Grove,
London,
E6 1AE,
United Kingdom

1a. Professional Assurance

Prime Money Exchange Limited begin the process of investigation immediately after receiving a complaint and aim to respond promptly to complaints within 5 working days.

Prime Money Exchange will try resolve a problem within 15 business days.

The team will inform you by phone or e-mail if more time is needed up to a maximum of 35 days.

The team will also explain the next line of action if the problem is not solved at the first time.

Each case will be dealt with in the most sincere and objective of manners.

All information provided will be handled with confidentiality.

1b. Customers Responsibility

Customers can help Prime Money Exchange to reduce the number of complaints by providing all the necessary information required to process transactions.

If you remain dissatisfied with the response(s), you may wish to contact the Financial Ombudsman Services (FOS) as below for further advice and guidance. This will not affect your legal rights.

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone No.: [+44] 0845 0801800
Email address: complaint.info@financial-ombbudsman.org.uk

Governing Law

Our agreement with you is governed by English law. We both agree that any dispute, claim or other matter relating to the Service will be dealt with by the English courts only.

Prime Money Exchange Limited is a company incorporated and licensed under the laws of the United Kingdom, engaged in the business of an authorised payment institute [API].