We take every complaint seriously and aim to resolve complaints promptly, fairly and professionally.
1. Introduction
This procedure explains how Sunnah Money Transfer receives, investigates and resolves complaints. It applies to complaints made through our branch, website, mobile application, telephone and authorised service channels.
2. Our commitment
We aim to provide professional, fair and reliable money transfer services. Every complaint will be taken seriously, investigated impartially and handled within the applicable timescales.
3. Guiding principles
- Make the complaint process simple and accessible.
- Treat customers with respect and investigate without bias.
- Acknowledge promptly, explain findings and keep customers informed.
- Apologise and take corrective action where appropriate.
- Use feedback to improve services and internal procedures.
4. Scope
The procedure covers money transfers, customer service, website and mobile services, branch and telephone services, payment processing, transaction delays, refunds, compliance matters and other services provided by Sunnah Money Transfer.
5. Who can make a complaint
A customer, authorised representative, beneficiary or recipient where appropriate, or another person directly affected by our services may make a complaint.
6. How to make a complaint
You can complain in person, by telephone, email, through our website or, where available, through the mobile application.
Address: Sunnah Express Limited, 296 Bethnal Green Road, London E2 0AG
Email: info@sunnahmoneytransfer.co.uk
Telephone: +442077298100
Please include your full name, contact details, transaction reference and date where applicable, recipient details, a clear description and relevant documents. We will acknowledge the complaint as soon as reasonably practicable and record it in our complaint management system.
7. Complaint investigation
We register and assess every complaint, review relevant customer, transaction, identity, communication, compliance and system records, and may request additional information. Complex, regulatory, fraud, financial crime, data protection or operational-risk matters may be escalated to senior management or Compliance.
Each complaint is reviewed fairly and objectively. The outcome may explain our findings, correct an error, provide appropriate redress, or confirm that no further action is required.
8. Response times and final response
We aim to investigate complaints without unnecessary delay and provide a clear written final response.
Where an error is identified, appropriate action may include correcting it, processing an outstanding transaction, issuing a refund, providing compensation where required, or another reasonable remedy.
9. Financial Ombudsman Service
If you remain dissatisfied after our final response, or we do not respond within the applicable timescale, you may be able to refer the complaint to the Financial Ombudsman Service, subject to its eligibility criteria, rules and time limits.
Address: Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
10. Monitoring and reporting
We retain secure complaint records, monitor trends, resolution times, outstanding cases, root causes and corrective actions, and use management information to improve service and controls. Information may be reported through our principal payment institution or to relevant authorities where required.
Records are retained for the period required by law and regulation in accordance with our Privacy Policy and data protection procedures.