Money transfers - Unable to collect my transfer

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If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

When you go to collect a transfer, you should bring valid ID with you. Money transfer organisations are required to perform an ID check before handing over any funds.

If the organisation is still unwilling to hand over the funds, you should use Resolver to contact them directly. They should be able to resolve the problem. If you are unhappy with the way they’ve dealt with the problem, you can escalate your complaint to the Financial Ombudsman.

You should know

How long should I wait for a response?

Under the FCA's rules, you should expect a money transfer organisation to give you a prompt response to acknowledge your complaint. This should not take longer than a couple of days.

The money transfer organisation should then aim to give you a final response within eight weeks.

How can I take things further?

Complaints about money transfers can be escalated to the Financial Ombudsman.

All money transfer firms are regulated by the Financial Conduct Authority (FCA).

Always be wary of firms and individuals asking for payment via money transfer – many frauds and scams run using money transfers.

The Consumer Rights Act

The Consumer Rights Act 2015 sets out your shopping rights. It replaces the Sale of Goods Act, the Unfair Terms in Consumer Contracts Regulations, and the Supply of Goods and Services Act, giving you clear, simple rights when things go wrong.

The Consumer Rights Act tackles things like faulty goods, products and services that aren’t as described, supply of services, and unfair terms and conditions.

The Financial Ombudsman (FOS) 

The Financial Ombudsman (FOS)  is the UK’s official expert body for sorting out problems with financial services. If you can’t resolve a matter with a business, FOS can give you an unbiased decision and has the legal powers to set things right. Generally speaking, you’ve got six months from the time that a business gives you a final response to escalate a complaint to the Financial Ombudsman.

The Financial Conduct Authority (FCA)

The Financial Conduct Authority (FCA) is the UK’s regulator for financial services. The FCA makes sure that consumers enjoy good protection from unfair business practices and fraud.

If you encounter an unauthorised money transfer service, you can report it to the FCA!

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