Complaints

 

NetG5 Global Ltd is a private limited company registered in England under company number 10732016, with its registered office at:

169a Church Lane
London, NW9 8JU

Complaints Handling – What It Means

Complaints handling refers to the process of receiving, investigating, and resolving customer complaints, including ongoing communication with the complainant.

At NetG5 Global Ltd, complaints are handled by trained staff with the appropriate experience, knowledge, and skills to ensure fair and effective resolution.

 

Our Complaints Handling Procedure

NetG5 Global Ltd takes all complaints seriously. Complaints provide valuable feedback and an opportunity to improve our money transfer services.

Our procedure ensures that all complaints are handled in a professional, transparent, and consistent manner.

We operate in accordance with the guidelines set by the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

  • All complaints are reviewed promptly upon receipt.
  • We aim to provide a response within 15 working days.
  • If we are unable to meet this timeframe, we will inform you in writing, explain the reason for the delay, and provide a revised response date.
  • If you are dissatisfied with our response, or if we fail to resolve your complaint within the extended timeframe, you have the right to escalate your complaint to the Financial Ombudsman Service.

Who Can Make a Complaint?

Any customer using NetG5 Global Ltd services who experiences an issue or is dissatisfied with our service can make a complaint.

How to Make a Complaint

You can submit your complaint through any of the following channels:

Phone: +44 020 3411 1918
Email: info@netg5.co.uk

Post: Mr. Mujataba Saffi

169a Church Lane, London, NW9 8JU

How We Record Complaints

All complaints are logged and assigned a unique reference number for tracking purposes.

To help us investigate your complaint efficiently, you will be asked to provide:

  • Your name and contact details
  • Relevant transaction information (if applicable)

You may choose whether or not you wish to receive a direct response. If a response is requested, we will provide:

  • Your complaint reference number
  • An estimated timeframe for resolution

What Happens After a Complaint Is Received

  • Your complaint will be forwarded to the relevant department for investigation.
  • A response will be provided within 15 working days, where possible.
  • If additional time is required, we will inform you accordingly.
  • Urgent complaints will be prioritised and handled immediately.
  • We will use all reasonable efforts to resolve your complaint as quickly as possible.

Information Required from You

To help us resolve your complaint quickly, please provide:

  • Full name and address
  • Transaction reference number (if applicable)
  • Daytime contact number
  • Full details of your complaint, including any previous communication
  • Copies of any relevant documents
  • Details of how you would like the issue to be resolved

If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, or if we have not resolved your complaint within 15 weeks, you may refer the matter to the Financial Ombudsman Service:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

We will always provide clear reasons for our decisions and ensure you are treated fairly throughout the process.