USI Money Complaints Procedure

In the unlikely event that you are dissatisfied with the service provided by USI Money, please contact our Customer Service as soon as possible at 0203 327 7780 or you can write to us at USI Money, Suite 406 The Linen Hall 162-168 Regent Street London W1B 5TB or via email complaints@universalsi.com

USI Money strives to build strong, long-lasting relationships including and most importantly with our clients. In keeping with this, we view your comments, suggestions and concerns as matter of prime importance. We also recognise that a clients’ dissatisfaction is an opportunity for us to improve by enhancing our products and level of service.

If you have a trading dispute, you must inform us in writing or by email. Please note that all trading disputes must be logged as quickly as possible after the trading issue has occurred. We have a dedicated team of professionals that are trained to research and resolve trade inquiries. Once the trade has been researched you will be contacted and you will receive a full explanation of what occurred on the trade(s) that were reported for investigation. If the Trade Audit Committee determines a technical issue negatively impacted you, an adjustment will be offered.

If the issue is not resolved to your satisfaction within 48 hours, you can submit a complaint by submitting an online complaint form.

The complaint will receive an impartial review to determine if we have acted fairly within our rights and have met our contractual obligations. We will acknowledge your complaint promptly, and a full written response will be provided within eight weeks of receiving the complaint.

If you are not satisfied with how your complaint has been handled or if you feel it still remains unresolved, you can refer your complaint to the Financial Ombudsman.

The Financial Ombudsman is an independent organisation that resolves disputes between financial institutions and their customers. Information on contacting the Financial Ombudsman Service will be provided in the final response to your complaint. Any reference to the Financial Ombudsman Service must take place within six months of the USI Money’s final response letter, and you should also note that the Financial Ombudsman Service will not consider a complaint until we have had the opportunity to address the complaint.

To escalate your complaint to the Financial Ombudsman, you will need to fill out the complaint form on 
 The Financial Ombudsman Site and send it to the address below.

The Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London E14 9SR

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