Complaints

1. What Is a Complaint?

A complaint is any expression of dissatisfaction—whether justified or not—about:

Our products or services
Our staff or representatives
A transaction or business process
Compliance with legal or regulatory obligations

2. How to Lodge a Complaint

You can lodge a complaint through any of the following channels:

a. In Writing

Deluxe Financial Services Ltd – Complaints Department
20-22 Headstone Drive
Harrow, England, HA3 5QH
United Kingdom

b. Email
deluxefinancial25@gmail.com

c. Phone
+44 7916 471964
(Monday to Friday, 10am – 6pm)

d. Online
Submit a Complaint (if applicable via our website)

When submitting your complaint, please include:

Your full name and contact information
A clear description of the issue
Relevant dates and transaction references
Any supporting documents or evidence

3. Acknowledgement of Complaint

You will receive a written acknowledgment within 2 business days of receiving your complaint.

The acknowledgment will include a reference number and the contact details of the person handling your case.

4. Investigation Process

Complaints are handled by a trained member of our Compliance or Customer Care team.

We gather relevant information, review transaction records, and where necessary, consult with staff or third parties.
Investigations are typically completed within 15 business days.
Complex cases may take longer, but we will keep you informed and provide an expected resolution timeline (maximum 35 business days, unless otherwise required).

5. Resolution and Response

Once the investigation is complete, we will:

Provide a written response explaining the outcome of your complaint.
Include the reasons for our decision and any corrective action taken (e.g., apology, refund, service change).
Inform you of your right to escalate the matter if you are unsatisfied.

6. Record Keeping

We maintain detailed records of all complaints for at least 5 years, including:

Complaint details
Correspondence
Investigation steps
Resolution and follow-up actions

8. Confidentiality

All complaints are handled confidentially. Personal data is processed in accordance with our Privacy Policy and applicable data protection laws.

7. Continuous Improvement

We regularly review complaints to identify trends and improve:

Staff training
Internal policies and procedures
Customer service experience
Risk and compliance programs

Have a Complaint? Let Us Know

“Riaan Exchange & Travel Agency — your trusted partner for secure currency exchange, money transfers, and hassle-free travel services.”