Client queries and complaints
Our aim is to provide a high level of service to all our clients at all times. We value all feedback and use it to enhance our products and services. We appreciate that from time to time, things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.
If you have a query regarding your account or your dealings with TYCHEXCHANGE, you should notify our Customer Services team as soon as possible, by:
Telephone: +37 288 014 94
Our Customer Services team will determine whether your query can be resolved immediately or if it will require further investigation. Most queries can be resolved immediately, or within 24 hours. If your query requires further investigation, we will endeavour to contact you within five business days of the initial query to advise you of the outcome.
Complaints handling process
Where the initial query is not resolved to your satisfaction, or if you wish to make a complaint, you should notify our Customer Services team by:
Telephone: +37 288 014 94
Once we have received your complaint, we will acknowledge receipt promptly by email. Your complaint will be handled by someone who was not directly involved with the subject of the complaint. We aim to resolve your complaint and inform you of the outcome as soon as possible. If we are unable to respond to your complaint within five business days of receiving it, we will update you on the status of your complaint until such a time as our investigation is complete.
If we are unable to resolve your complaint within eight weeks of receiving the complaint, we will contact you in writing to explain why we are not in a position to issue a final response to your complaint and provide an indication of when we expect to be able to provide one. We will also inform you that you can refer your complaint to the Financial Ombudsman Service (FOS) and provide you with a copy of the FOS explanatory leaflet.
When investigating your complaint, we will take into account the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from our regulator. We will write to you setting out the outcome of your complaint and supporting reasons, including details of how we have calculated any redress. We will also inform you that you can refer your complaint to the FOS if you remain dissatisfied and provide a copy of the FOS explanatory leaflet. If you would like the FOS to consider your complaint, you will need to refer it to them within six months of the date of our final response.