CASCO FX AND GOGOREMIT CLIENT COMPLAINTS PROCEDURE

Casco FX and GoGoRemit view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at Casco FX and GoGoRemit know what to do if a complaint is received
  • To make sure all complaints are investigated competently, diligently, impartially, obtaining additional information as necessary
  • To assess fairly, consistently and in a timely way:
    • The subject matter of the complaint
    • Whether the complaint should be upheld
    • What remedial action or redress (or both) may be appropriate and
    • If appropriate, whether we have reasonable grounds to be satisfied that another company may be solely or jointly responsible for the matter alleged.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do

Definition of a Complaint
The Financial Conduct Authority (FCA) defines a complaint as “Any expression of dissatisfaction whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service”

Where complaints come from
Complaints may come from any person or organisation who is dissatisfied with the firm’s provision of, or failure to provide, a financial service. As a payment services firm, the right to refer a complaint to the Financial Ombudsman Service (FOS) only applies to eligible complainants. An eligible complainant is defined as an individual, small trust, small charity or a micro-enterprise (a business with annual turnover of less than two million Euros and employing less than ten staff).

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility
Overall responsibility for this policy and its implementation lies with the Board of Directors.

Review
This policy is reviewed regularly and updated as required.
Adopted on       : 04/07/2014
Last reviewed   : 01/05/2018


Complaints Procedure of Casco FX and GoGoRemit

Publicised Contact Details for Complaints:
Written complaints may be sent to Casco Financial Services Limited trading as “Casco FX” and “GoGoRemit” (referred to throughout this document as Casco FX, GoGoRemit, we or us) at 55 Goswell Road, London, EC1V 7EN or by e-mail at complaints@cascofx.com

Verbal complaints may be made by phone to 0203 478 2190

Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

Complaints received by telephone need to be recorded and should be made with a manager.

The appropriate manager who receives a phone complaint should:

  • Write down the facts of the complaint
  • Take the complainant's name, address and telephone number
  • Note down the relationship of the complainant to Casco FX or GoGoRemit
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

We have an obligation to:

  • Send you prompt written acknowledgement that we have received the complaint
  • Keep you informed about the progress of your complaint
  • Send you a final response when the complaint has been resolved.


Resolving Complaints

Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

A complaint is resolved where the complainant has indicated acceptance of a response from us, with neither the acceptance or the response having to be in writing.

Whether or not the complaint has been resolved, the complaint information should be passed to the Money Laundering Reporting Officer (MLRO) within three working days.

On receiving the complaint, the MLRO records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

If we are able to resolve a complaint informally by the close of business on the third working day after it was received we will promptly send the complainant a summary resolution communication which:

  • Refers to the fact that the complainant has made a complaint
  • Informs the complainant that we now consider the complaint to have been resolved
  • Tells the complainant that if he/she subsequently decides that he/she is dissatisfied with the resolution of the complaint he/she may be able to refer the complaint to the FOS
  • Indicates to the complainant that he/she may refer the complaint to the FOS within 6 months of the date of this letter/email
  • Provides the website address of the FOS and
  • Refers to the availability of further information on the FOS website.

Stage Two
If we are unable to resolve the complaint informally at Stage One, complaints will be acknowledged by the person handling the complaint promptly providing early reassurance that we have received the complaint and are dealing with it. We ensure that the complainant is kept informed thereafter of the progress of the measures being taken for the complaint’s resolution.

Generally complainants should receive our final response within 15 working days. If this is not possible, in exceptional circumstances for reasons beyond our control we will:

  • Send a holding response to the complainant by the end of 15 working days after the day on which the complaint was received, clearly indicating the reasons for the delay in answering the complaint and specifying the deadline by which we will send the final response and
  • Send a final response to the complainant by the end of 35 working days after the day on which we received the complaint.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

If the complaint has been completed then a final response letter will be sent to the complainant. This letter, or email, will be marked “FINAL RESPONSE” and will contain the following:

  • The outcome of the investigation
  • A clear explanation as to why the complaint has been upheld or rejected
  • Details of any redress or compensation offered
  • Where appropriate an apology as well as details of measures that will be considered in order to prevent similar complaints
  • A copy of the FOS standard explanatory leaflet
  • The website address of the FOS
  • A statement to the complainant that he/she may refer the complaint to the FOS within 6 months of the date of this letter/email

If at any time after the acknowledgement letter/email the complainant indicates in writing that he/she is content with the response of Casco FX or GoGoRemit, no further letters or emails need to be issued.

Emails will only be used with the complainant where the complainant has previously communicated with us using this method. It the complainant objects to the use of email, it will not be used. If we are unable to provide a final response (as above), we will send the complainant a written response which will:

  • Explain why we are not in a position to provide a final response and when we expect to be able to provide one
  • Inform the complainant that they may now refer the complaint to the FOS
  • Contain a statement to the complainant that he/she may refer the complaint to the FOS within 6 months of the date of this letter/email
  • Enclose a copy of the FOS standard explanatory leaflet and
  • Provide the website of the FOS.

Forwarding complaints
Where we have reasonable grounds to be satisfied that another firm or person may be solely or jointly responsible for the matter alleged in a complaint we may forward the complaint promptly to them. We will inform the complainant promptly in a final response of why the complaint has been forwarded and any relevant contact details.

If we are forwarded a complaint, the complaint will be treated as if it was made directly to us.

Time Limits
If we receive a complaint which is outside of the time limits for referral to the FOS we may reject the complaint without considering its merits but will explain this in our final response.

Complaints Records
We are required to keep a record of each complaint received for three years.

Variation of the Complaints Procedure
The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the MLRO should not also have the MLRO as the person leading a Stage Two review.

Monitoring and Learning from Complaints
Complaints are reviewed regularly to identify any trends which may indicate a need to take further action.

Financial Ombudsman Service
The FOS was setup by parliament as an independent public body to resolve individual disputes between consumers and businesses fairly, reasonably, quickly and informally.

For more information about how Casco FX can help you, speak to a member of our team today. +44(0)20 3478 2190