{"id":1380,"date":"2023-06-28T21:34:09","date_gmt":"2023-06-28T21:34:09","guid":{"rendered":"https:\/\/dev-www.glocurrency.com\/?page_id=1380"},"modified":"2023-08-01T22:49:17","modified_gmt":"2023-08-01T22:49:17","slug":"complaint-policy","status":"publish","type":"page","link":"https:\/\/glocurrency.com\/fr\/complaint-policy\/","title":{"rendered":"Politique de r\u00e9clamation"},"content":{"rendered":"
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Politique de r\u00e9clamation<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tT\u00e9l\u00e9charger le formulaire<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Politique et proc\u00e9dure en mati\u00e8re de plaintes <\/strong><\/p>

Chez Glo Currency, nous visons \u00e0 atteindre les normes les plus \u00e9lev\u00e9es possibles dans les services que nous fournissons. Si un client ou un consommateur n'est pas satisfait d'un aspect de nos produits ou services, ce client a le droit de se plaindre. Ce document r\u00e9sume la proc\u00e9dure interne en place pour traiter les plaintes de mani\u00e8re \u00e9quitable et rapide. Cette proc\u00e9dure a \u00e9t\u00e9 pr\u00e9par\u00e9e pour r\u00e9pondre aux exigences du manuel de r\u00e9solution des litiges publi\u00e9 par l'autorit\u00e9 des services financiers et pour d\u00e9montrer notre objectif de traiter les clients \u00e9quitablement \u00e0 tout moment. Cette proc\u00e9dure couvre les plaintes concernant les services de paiement et les activit\u00e9s auxiliaires de Glo Currency exerc\u00e9es \u00e0 un \u00e9tablissement au Royaume-Uni. Cela inclut les agents agr\u00e9\u00e9s Glo Currency au Royaume-Uni.<\/p>

Qu'est-ce qu'une plainte ?<\/strong><\/p>

Nous savons qu'il est essentiel de r\u00e9soudre les requ\u00eates et les plaintes des clients, c'est pourquoi nous avons d\u00e9velopp\u00e9 un m\u00e9canisme pour r\u00e9soudre les probl\u00e8mes de nos clients. Nos proc\u00e9dures couvrent toute expression d'insatisfaction, qu'elle soit orale ou \u00e9crite, formul\u00e9e par ou au nom d'un plaignant concernant la fourniture ou l'incapacit\u00e9 de fournir un service par notre cabinet. Au cours de notre enqu\u00eate, nous d\u00e9terminerons si une plainte d\u00e9pos\u00e9e r\u00e9pond ou non \u00e0 la d\u00e9finition d\u00e9finie par Glo Currency.<\/p>

Comment d\u00e9poser une r\u00e9clamation ?<\/strong><\/p>

Les clients qui souhaitent d\u00e9poser une r\u00e9clamation doivent contacter l'\u00e9quipe du service client d\u00e8s que possible. L\u2019objectif du service client est de r\u00e9soudre tout probl\u00e8me de mani\u00e8re rapide.<\/p>

Chez Glo Currency, nous visons \u00e0 atteindre les normes les plus \u00e9lev\u00e9es possibles dans le service que nous fournissons. Si vous n'\u00eates pas satisfait d'un aspect de nos produits ou services, vous avez le droit de vous plaindre\u00a0:<\/p>

  1. Appelez l'\u00e9quipe du service client au 0161 883 1996. Les lignes sont ouvertes de 9h00 \u00e0 18h00 du lundi au vendredi et de 10h00 \u00e0 18h00 le samedi ou envoyez-nous un e-mail \u00e0 customerservice@glocurrency.com<\/li>
  2. Si nous ne sommes pas en mesure de r\u00e9soudre votre r\u00e9clamation imm\u00e9diatement ou de vous donner une explication satisfaisante, elle sera transf\u00e9r\u00e9e \u00e0 notre \u00e9quipe de traitement des r\u00e9clamations.<\/li>
  3. Demandez au caissier un Glo Currency, un formulaire de r\u00e9clamation et veuillez le remplir.<\/li>
  4. Envoyez le formulaire \u00e0 l'\u00e9quipe de traitement des plaintes \u00e0 l'adresse suivante\u00a0: - Global Currency Travel and Tours Limited 1296 Ashton Old Road Openshaw Manchester. M11 1JG<\/li><\/ol>

    Comment fonctionne notre proc\u00e9dure de r\u00e9clamation ?<\/strong><\/p>

    1. D\u00e8s r\u00e9ception de votre plainte, l'\u00e9quipe de traitement des plaintes accusera rapidement r\u00e9ception de votre plainte par \u00e9crit dans un d\u00e9lai de 2 jours ouvrables et g\u00e9rera le probl\u00e8me jusqu'\u00e0 ce qu'il soit r\u00e9solu.<\/li>
    2. En fonction de la plainte, ce processus peut prendre jusqu'\u00e0 15 jours pendant lesquels nous r\u00e9pondrons \u00e0 tous les points soulev\u00e9s dans la plainte.<\/li>
    3. Dans une situation exceptionnelle o\u00f9 tous les points soulev\u00e9s dans la plainte ne peuvent pas \u00eatre enti\u00e8rement trait\u00e9s dans les 15 jours, une r\u00e9ponse d'attente sera donn\u00e9e, comprenant une explication sur les raisons du retard dans la fourniture d'une r\u00e9ponse compl\u00e8te. Un nouveau d\u00e9lai dans lequel tous les points soulev\u00e9s seront enti\u00e8rement trait\u00e9s sera fix\u00e9 mais ne d\u00e9passera pas 35 jours.<\/li>
    4. Alternativement, apr\u00e8s 35 jours (ou plus t\u00f4t si vous avez re\u00e7u notre r\u00e9ponse finale), vous pouvez exercer votre droit de transmettre votre plainte au Financial Ombudsman Service (FOS). Vous disposez de six mois \u00e0 compter de la date de notre r\u00e9ponse finale pour ce faire.<\/li>
    5. Le FOS est gratuit et vous offre des conseils et un accompagnement ind\u00e9pendants. Vous pouvez les contacter \u00e0 l'adresse suivante : \u2013 The Financial Ombudsman Service, South Quay Plaza 183 Marsh Wall. Londres E14 9SR. T\u00e9l. 0300 123 90123 et e-mail\u00a0: info@financialimbudsman.org.uk<\/a><\/li>
    6. financier-ombudsman.org.uk<\/a><\/li>
    7. Le FOS ne prendra en compte votre plainte qu'une fois que vous aurez tent\u00e9 de la r\u00e9soudre avec nous.<\/li><\/ol>

      Glo Currency coop\u00e8re pleinement avec le m\u00e9diateur dans le traitement des plaintes. La coop\u00e9ration avec le m\u00e9diateur comprend, sans toutefois s'y limiter, la production des documents demand\u00e9s, le respect des d\u00e9lais sp\u00e9cifi\u00e9s, la participation aux audiences lorsque cela est demand\u00e9 et le respect rapide de tout r\u00e8glement ou sentence.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

      Complaints Policy Download Form Complaints Policy and Procedure At Glo Currency, we aim to achieve the highest possible standards in the services we provide. If a customer or consumer is not satisfied with any aspect of our products or services, that customer has the right to complain. This document summarizes the internal procedure in place for handling complaints fairly and speedily. This procedure has been prepared to meet the requirements of the dispute resolution sourcebook issued by the financial services authority and to demonstrate our aim to treat customers fairly at all times, this procedure covers complaints about the payment services and ancillary activities of Glo Currency carried out at an establishment in the UK. This includes Glo Currency authorized agents in the UK. What is a Complaint? We know that it is essential to resolve customer queries and complaints that is why we have developed a mechanism to resolve the problems of our customers. Our procedures cover any expression of dissatisfaction, whether oral or written made by or on behalf of a complainant about the provision of or failure to provide a service by our firm. In the course of our investigation we will identify whether or not any complaint made meets the definition set out by the Glo Currency. How to make a Complaint? Customers who want to make a complaint should contact customer services team as soon as possible. The aim of customer services is to resolve any problem in an expedite way. At Glo Currency, we aim to achieve the highest possible standards in the service we provide. If you are not satisfied with any aspect of our products or service you have the right to complain: Call customer service team on 0161 883 1996. Lines are open from 09:00 to 18:00 Monday to Friday and 10:00 to 18:00 on Saturday or send email to us at customerservice@glocurrency.com If we are unable to resolve your complain right away or to give you a satisfactory explanation, it will be transferred to our complaints handling team. Ask the cashier for a Glo Currency, complaint form and please fill in it. Send the form to complaints handling team at:- Global Currency Travel and Tours Limited 1296 Ashton Old Road Openshaw Manchester. M11 1JG How Our Complaints Procedure Work? Upon receipt of your complaint, the complaint handling team will promptly acknowledge your complaint in writing within 2 working days and manage the matter until it has been resolved. Depending upon the complaint, this process may take up to 15days during which we will respond to all points raised in the complaint. In an exceptional situation where all points raised in the complaint cannot be fully address within the 15days, a holding response shall be given including explanation on reasons for the delay in giving a full response. A new deadline on which all the points raised will be fully addressed shall be given but shall not exceed 35days. Alternatively, after 35 days (or sooner if you have received our final response) you may exercise your right to refer your complaint to the Financial Ombudsman Service (FOS) you have six months from the date of our final response to do this. The FOS is free and offers you independent advice and support. You can contact them at: – The Financial Ombudsman Service, South Quay Plaza 183 Marsh Wall. London E14 9SR. Tel. 0300 123 90123 and e-mail: info@financialimbudsman.org.uk financial-ombudsman.org.uk The FOS will only consider your complaint once you have tried to resolve it with us. Glo Currency fully cooperates with the ombudsman in the handling of complaints. Cooperation with the ombudsman includes, but is not limited to, producing requested documents, adhering to any specified time limits, attending hearings when requested to do so, and complying promptly with any settlements or awards.<\/p>","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-1380","page","type-page","status-publish","hentry"],"yoast_head":"\nComplaint Policy - Glo Currency<\/title>\n<meta name=\"description\" content=\"Save money on transfers and payments at great rates in multiple currencies. 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