Contact & Complaints Policy

Purpose and Scope

This document explains how to contact Africlink and how we handle complaints about our money remittance services. It covers transfers arranged in person at our branches and authorised agents, as well as orders placed online. We aim to resolve most concerns quickly and informally, but when a matter needs formal review, we follow the process below. This policy does not replace your statutory rights.

How to Contact Us

For support, service queries or to raise a concern, email [email protected] or call +447405792180. You can also write to us at the Registered Office above. If you contact us by phone, we may ask you to confirm details in writing so we capture the facts accurately. Please keep your contact information up to date so we can reach you during any investigation.

Submitting a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you want us to investigate and respond. When you complain, please include: your full name and contact details; your Africlink customer number (if you have one); the transaction reference(s), date(s), amount(s) and destination corridor(s); a clear description of what went wrong; any evidence (for example receipts or screenshots); and the outcome you are seeking. If you are complaining on someone else’s behalf, tell us your relationship to that person and provide written authority where required.

What We Will Do and When

We log every complaint and allocate it to a trained handler. We aim to acknowledge your complaint promptly and keep you updated while we investigate. For payment services matters, we will issue a Final Response within 15 Business Days of receiving your complaint. In exceptional circumstances—where factors outside our control prevent us from doing so— we will send a holding response explaining the reason for the delay and provide the Final Response within 35 Business Days. Our response will summarise your complaint, explain our findings and decision, and set out any offer of remedial action or redress where appropriate.

How We Investigate

We review the full history of the transfer(s), including system logs, communications and any information held by our agents and payout partners. Where needed, we may contact you, the beneficiary, our agent, bank, card acquirer or payout provider to clarify details. If your complaint relates to suspected fraud or scams, we will liaise with partners on a best-efforts basis to attempt to trace or freeze funds, bearing in mind that recovery is not guaranteed once payout has occurred.

Outcomes and Remedies

If we identify an error on our side, we will put it right as quickly as possible—for example, by correcting details, reprocessing a transfer, issuing a refund where due, or adjusting fees. If your complaint is not upheld, we will explain why and provide evidence that informed our decision. Where a dispute concerns a card chargeback, we may challenge a chargeback we believe is invalid; equally, where a chargeback is appropriate, we will cooperate with the card issuer.

Accessibility and Vulnerable Customers

We want our process to be accessible. Tell us if you need reasonable adjustments (for example, support in another language, larger print, or communication through a trusted third party). If you are vulnerable—for reasons such as age, disability, mental health, bereavement or financial hardship—please let us know so we can tailor our communications and provide additional time or support where feasible.

If You are Still Unhappy

If you are dissatisfied after receiving our Final Response or if we have not sent a Final Response within the time limits above, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) if you are eligible to use that scheme. You must usually do this within six months of the date of our  Final  Response letter. Financial Ombudsman Service: www.financial-ombudsman.org.uk | 0800 023 4567 (freephone) or 0300 123 9123. Please note that eligibility for the FOS depends on your circumstances (for example, most consumers are eligible; some business users are not). If your concern relates specifically to data protection, you can also complain to the Information Commissioner’s Office (ICO): www.ico.org.uk, 0303 123 1113.

Our Expectations of You

During an investigation, we ask you to reply to our requests promptly and to provide accurate information. If we need documents to assess the source of funds, beneficiary details or authorisation, delays in providing these may extend the time required to resolve your complaint. We treat our staff and partners with respect and expect the same in return; we may restrict contact to a single channel if behaviour becomes abusive.

Recording and Learning

We keep records of complaints to comply with regulations and to help us improve our service. We analyse trends (for example, common error types or corridor-specific issues) and use these insights to update processes, agent guidance and customer communications.

Privacy

We process personal data in handling complaints in line with our Privacy Policy. We will share information only with those who need it to investigate and resolve the matter (for example, our agents, payout partners or regulators). Complaint files are generally retained for up to six years from closure.

Changes to this Policy

We may update this policy to reflect changes in law, regulator expectations or our operations. The latest version and effective date appear at the top. Any material change will be highlighted on our website or communicated directly where appropriate.