CPS Transfers Complaints Procedure

We're always disappointed to hear that something has gone wrong. If you have a problem, please let us know and we'll do everything we can to sort it out straight away. Your views are important to us and your feedback is key to improving the products and services we offer.

CPS transfers has it as one of the main priorities to respond to customers’ complaints swiftly and take each issue seriously. CPS transfers promotes a decisive and accurate approach to resolve issues brought to the organization’s attention in the normal course of business.

CPS Transfers adheres to a strict hierarchy and time frame for resolving customers' complaints. The board of directors of CPS has delegated the responsibility of monitoring and responding to complaints to the senior management of the company. The main responsible officer, the Chief Operation Officer of CPS has appointed an Operations Team to handles all incoming complaints. The members of the Operations Team are contacting the relevant departments where necessary and are interfacing with our client until full resolution has been achieved. The Operations Team will keep a central register of complaints and responses and the board of directors will review new complaints and responses at a board meeting at least quarterly.

We encourage our customers to get into touch with their normal point of contact within CPS. If you are not satisfied with the initial answers/clarifications, you might proceed with submitting your written complaint. The steps are explained below:

Step 1

If your complaint is related to a transaction with your card, please download the Transaction Dispute Form For all other complaints, please use the General Complaint Form
If you are unable to download either form, you can call your point of contact within CPS or write us at support@cpstransfers.com. Accordingly, the form will be provided to you over email.

Step 2

We aim to resolve customer concerns and problems straight away if we are able to resolve things straight away and to your satisfaction, we will send you a short letter of confirmation, but more complex matters can take longer. Once we have received your complaint, the following will happen:

  1. If possible we will resolve the matter by the end of three business days following receipt of your complaint, confirming its resolution in writing to you. The time it takes will depend on how complex your complaint is and how much investigation we have to do.
  2. If we are unable to resolve your complaint within 3 business days, within 5 business days of receiving your original complaint we will write and confirm receipt, provide you with details on our Complaint Handling procedures and confirm the contact details of the representative investigating your complaint. If our investigations are concluded at this stage we will also provide you with our final written response. This will present full details of our investigation and confirmation of whether your complaint has been upheld or declined together with any appropriate redress or resolution. We will also provide you with information relating to the Financial Ombudsman Service and their explanatory leaflet.
  3. You will also receive a reference number, via which you can refer us to your complaint in further contacts.
  4. A representative will be assigned to follow up with you on your complaint.
  5. We will start a thorough and a detailed investigation of the matter under your issue.
  6. Where exceptionally, we're unable to respond within 8 weeks, we'll contact you with an update. In this statement we will provide a CPS’s position and indicate how we propose to resolve your complaint. We will also advise that you may refer your complaint to the Financial Ombudsman Service.

Step 3

If you feel we haven't resolved things properly, please tell us. We would appreciate one last chance to put things right. If we've misunderstood something, a further review may help us resolve the complaint to your satisfaction.

Alternatively, you can escalate your issues to CPS’s Chief Operating Officer. Please state your reference number and the reason why you are not satisfied with the outcome of your complaint.

If you are not satisfied with our final response, you may be entitled to refer the matter to the
Financial Ombudsman Service (FOS)
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9 123 and (+44) 20 7964 0500 (from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: http://financial-ombudsman.org.uk/