At Soni Transfer, we aim to provide a reliable, transparent, and fair service. However, if something goes wrong, you have the right to complain, and we will do our best to resolve the issue quickly and fairly.

How to make a complaint

You can make a complaint at any time, free of charge, by:

• Emailing us: support@sonitransfer.com
• Calling us: +44 121 532 0769 or WhatsApp: +44 7438 473456
• Writing to us: Soni Transfer Ltd, 9 Waterloo Road, Birmingham, B66 4JX, United Kingdom

Complaints can also be made verbally or in writing to any member of staff.

What happens after you complain

1. Acknowledgement: We will confirm that we have received your complaint promptly.
2. Investigation: Our Compliance Officer will review your case fairly and thoroughly.
3. Final Response:
   • We aim to resolve complaints within 15 business days.
   • If we need more time, we will explain why and send a final response within 35 business days at the latest (as required by the Payment Services Regulations).
4. Outcome: Our response will explain our findings, any remedial action we will take, and your right to escalate your complaint if you are not satisfied.

If you are not satisfied

If you are unhappy with our final response, or if we do not provide a final response within the timeframes above, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Contact details:

• Website: www.financial-ombudsman.org.uk
• Online form: FOS Complaint Form
• Phone: 0800 023 4567 or 0300 123 9123 (UK)
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must refer your complaint to the FOS within 6 months of receiving our final response.