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Global Money Express Complain Handling Procedure


Global Money Express Ltd makes every effort to ensure that the services provided to our clients are of the highest quality. We are committed to keep our clients satisfied. Therefore, if you feel that our services have not met your expectations or if there are any issues you would like to share, please do not hesitate to contact us.


Who does complain procedure apply to?


It applies to all Global Money Express clients using our money transfer services.
How to make a complaint?


Complaints can be submitted via the following channels:

  • In person at any Global Money Express branch or Authorised Agency
  • Telephone: 02087415541
    • Monday to Friday: 10:00 am to 6:00 pm
    • Saturday: 10:00 am to 6:00 pm
    • Sunday: 10:00 am to 6:00 pm
  • Email:
  • Post: Global Money Express Ltd, 238-246 King Street, London W6 0RF


What information needs to be provided when making a complaint?


It is very important for clients to provide relevant information when making a complaint. To successfully proceed with your complain we require details such as name and address, contact telephone number, Transaction Reference Number, transaction date and amount of transfer. Please be advised that insufficient information may limit our ability to investigate your complaint.


What happens after a complaint is received?


We are committed to deal with complaints in a professional, consistent and reliable manner. All complaints submitted to Global Money Express are investigated by designated Compliance Team.

Our Compliance Team is responsible for keeping Client up-to-date with progress in resolving his complaint. Please also note that Client may be required to provide additional documents or information with regards to his claim.
We commit to answer all complaints within eight weeks from the date when complaint was submitted. In any case we are not able to respond at that stage we will offer an alternative date. Although, we try our best to resolve all complaints as quickly as possible.


What happens if you are not satisfied with the response?


It is possible, that you may not be satisfied with a final response. If you feel that your complaint has not been handled appropriately and you do not agree with our decision, you may be able to refer your complaint to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Telephone: 0800 023 4567 (Monday – Friday 8:00 am to 6:00 pm)

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