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Complaints policy

Virgin Money International Money Transfer is committed to providing a competitive and efficient service. Virgin Money International Money Transfer deals with everyone - client, supplier, partner or employee - fairly and transparently.

Unfortunately, there may be occasions when Virgin Money International Money Transfer fall below the standards you expect. Virgin Money International Money Transfer has simple, clear procedures in place to set out how any complaints you may have about the service you have received will be dealt with.

How to make a complaint

You can make a complaint by a means that is convenient for you - for example, letter, fax, email, telephone or in person, to any member of staff, although it may be easier for you to contact your usual dealer.

The quickest way is to email: complaints@imt.virginmoney.com. This email address is monitored during UK office hours and will ensure that your complaint is investigated as soon as possible.

The complaint will be recorded, and the person handling it will respond in writing by post or email within 3 business days acknowledging receipt and giving you their contact details, name and position.

The investigation into your complaint will commence as soon as possible with the aim to resolve the matter as quickly as possible, keeping you regularly informed. In the final response, the assessment of your complaint will be explained to you, along with any remedial action or redress. Measures to improve any systems or processes may be made where necessary.

We will aim to send you our final response within 15 business days. If we’re unable to do this, we will send you an update within 15 business days setting out when we will send you our final response by.

If we’ve sent you our final response and you remain dissatisfied you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

However, please note the following:

  • Only private individuals and small business (micro enterprises) have the right to take their case to the FOS
  • The FOS will only consider complaints about regulated products and services.

How to get in touch

Their contact details

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Our contact details

Complaints Team
Virgin Money International Money Transfer
WorldFirst
Millbank Tower
21-24 Millbank
London SW1P 4QP

Telephone: 0330 159 3896
E-mail: complaints@imt.virgin.com

Online Dispute Resolution

The European Commission provides an online dispute resolution (ODR) platform which allows customers who purchased a product or service online to submit their complaint through a central site. The purpose of the site is to ensure those complaints are passed to the appropriate independent dispute resolution service.

If you feel that we haven’t been able to resolve your concerns, the appropriate service relating to Virgin Money International Money Transfer is the Financial Ombudsman Service. You can either contact them directly using the details above or you can access the ODR platform here: http://ec.europa.eu/odr.

You will need the following information about us to use the ODR platform:

Our name: Virgin Money International Money Transfer

Our email: complaints@imt.virgin.com

Our website address: https://international-money-transfer.virginmoney.com/uk/

Our geographic address: United Kingdom

About us

Virgin Money International Money Transfer is provided by World First UK Limited. Registered in England No. 05022388. Registered Office: Millbank Tower, 21-24 Millbank, London, SW1P 4QP. World First UK Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900508). Virgin Money International Money Transfer is promoted by Virgin Money Personal Financial Service Ltd. Registered in England No. 03072766. Registered Office: Jubilee House, Gosforth, Newcastle upon Tyne, NE3 4PL. Authorised and regulated by the Financial Conduct Authority.