At Bakhter Money Transfer Ltd, every customer is important to us. We are committed to providing fair, prompt, professional, and courteous service at all times.

We have established this Complaints Policy to ensure that any complaint is handled promptly, fairly, efficiently, and confidentially by the appropriate person. We value your feedback, as it helps us improve our services. If something has gone wrong, we encourage you to let us know so that we can investigate the matter and, where appropriate, put things right.

The process for making a complaint is outlined below. Please note that all complaints are considered within the applicable legal and regulatory framework. While we will always seek to resolve your concerns fairly, there may be circumstances where legal or regulatory requirements limit the actions we can take.

How to Make a Complaint

If you are dissatisfied with the service you have received, you should first speak with the member of staff who handled your transaction. Many concerns can be resolved quickly and informally.

If you wish to make a formal complaint, please submit it in writing by post, email, or any other communication channel we make available, and address it to the Operations Manager.

The Operations Manager will acknowledge your complaint, investigate the matter thoroughly, and seek to resolve it as fairly and promptly as possible. We also use complaints as an opportunity to improve our services and prevent similar issues from occurring in the future.

To help us investigate your complaint efficiently, please provide the following information:

• Your full name and address.
• Your transaction reference number (if your complaint relates to a specific transaction).
• Your daytime telephone number or other preferred contact details.
• A clear description of your complaint, including any previous correspondence or discussions with us regarding the matter.
• Copies of any relevant supporting documents.
• Details of the outcome or resolution you are seeking.

Providing complete and accurate information will help us investigate and respond to your complaint as quickly as possible.

We will treat all complaints confidentially and keep you informed of the progress of our investigation where appropriate.