Complaints Procedure.

1. How to raise a complaint

You can submit a complaint at any time, free of charge, by email to complaints@globalsendi.co.uk or in writing to our registered office: Suite 1, 84 Uxbridge Road, London, W13 8RA.

To help us investigate quickly, please include your full name, contact details, a clear description of the issue, any relevant dates or reference numbers, and the resolution you are seeking.

2. Acknowledgement

We will acknowledge your complaint in writing within three (3) business daysof receipt and confirm the name of the person handling your case.

3. Investigation and response

We aim to provide a final response within fifteen (15) business days of receiving your complaint. In exceptional cases where more time is required, we will inform you of the reason for the delay and provide a final response within no later than thirty-five (35) business days from the date of your original complaint, in line with UK financial services expectations.

4. What our final response will contain

• A summary of your complaint and the issues investigated
• The outcome of our investigation and the reasons for our decision
• Any remedial action or redress we propose, where appropriate
• Information about your right to escalate the matter further

5. Escalation

If you are not satisfied with our final response, or if we have not provided one within the timelines above, you may be entitled to refer your complaint to an independent dispute-resolution body once Global Sendi Ltd is authorised by the Financial Conduct Authority. Pending authorisation, we will set out in our final response any available escalation route relevant to the matter.

6. Records

We retain records of all complaints and our responses for the period required by applicable law and regulation, and use them to improve our services and controls.