At Abu Exchange Ltd, we value our customers and are committed to providing an exceptional service. However, if you are dissatisfied with any aspect of our service, you have the right to raise a complaint.
2. How to Make a Complaint
You can submit your complaint by:
Online Form (preferred)
Email: support@abuexchange.co.uk
By post:
Abu Exchange Ltd
585 Startford Road, Birmingham B11 4LS
United Kingdom
3. Please include the following details:
Your full name and contact information
A clear description of the issue
Relevant dates and transaction references
Any supporting documents or evidence
4. Acknowledgement of Complaint
You will receive a written acknowledgment within 2 business days of receiving your complaint.
This acknowledgment will include a reference number and the contact details of the person handling your complaint.
5. Investigation Process
Complaints are handled by a trained member of the Compliance or Customer Care team.
We will gather relevant information, consult transaction records, and if needed, speak with staff or third parties.
We aim to complete investigations within 15 business days.
Complex cases may take longer; if so, we will keep you updated on progress and provide an expected resolution timeline (maximum 35 business days, unless otherwise regulated).
6. Resolution and Response
Once our investigation is complete, we will:
Provide a written response explaining the outcome of the complaint
Include reasons for the decision and any corrective action taken (e.g., apology, refund, service change)
Inform you of your right to escalate the matter if unsatisfied with the outcome
7. Escalation
If you are dissatisfied with the resolution, you may escalate your complaint to:
Internal Review: Request a review by our Senior Management or Compliance Officer.
