About us
BRAC Saajan Exchange Ltd
Shareholding Structure
Board of Directors
Risk Audit Committee
Management
Principle & Purpose

Complaints

We are committed to providing you with the best service at all times. In the unlikely event that you are dissatisfied, you should contact us as soon as possible.

 

Please ensure you provide the following information to help us investigate your complaint:

 

  • Full name and address
  • Daytime telephone number and preferred contact time
  • Transaction number
  • Details of your complaint
  • Preferred method of contact- post, email, or ‘phone

 

How to report the complaint?

Phone     +44 121 515 4008 (Lines are open between 9am and 5pm from Mon to Fri)
   Calls may be recorded for training and security purposes.
Write     Complaints
   BRAC Saajan Exchange Ltd
   BSE House
   160 - 162 Lozells Road
   Birmingham
   B19 2SX
   United Kingdom
Email     complaints@bracsaajanexchange.com

 

How your complaint will be handled?

We will take your complaint seriously and attempt to resolve it as quickly as possible. If for any reason we can't resolve the complaint straight away, we will follow the procedure below:

 

Acknowledgement   BSEL will begin the process of investigation immediately after receiving your  
  complaint and respond within a reasonable period of time.  
Progress Update   In most cases complaint should be resolved within 15 business days.  
  If additional time is needed for reasons beyond our control, BSEL will inform  
  you indicating the reasons and specifying a final deadline,which will not   
  exceed 35 business days where possible. BSEL may also request further  
  information or documents from you that may help expedite the investigation.   
Final Response   Upon completion of the investigation, BSEL will communicate the final decision  
  via your preferred method(email or post), unless the regulation requires any specific.  
  method of communication.  

 

If you are not satisfied with our final response, you can seek further help from the Financial Ombudsman:

The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR
or send email to complaint.info@financial-ombudsman.org.uk;
or dial 0800 023 4567 or 0300 1239 123 (Between 8am and 8pm from Mon to Fri, Sat 9am to 1pm)
or +44 20 7964 0500 (from outside the UK)

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