Money transfers - Wrong information or advice

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  • You should always expect to be given accurate information about a money transfer service.
  • If you feel you've been poorly advised about a money transfer, you should consider making a complaint to the organisation responsible for the transfer.
  • Make sure to gather evidence beforehand, as you may be asked for records of any discussions that took place about the transaction before it was made. This evidence should include a log of any telephone conversations and emails that may have passed between you and the money transfer company.
  • All money transfer firms in the UK are regulated by the Financial Conduct Authority (FCA), so you can expect that they will do their best to resolve your issue. If, however, you’re unhappy with the way you’ve been treated, you can escalate your case 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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