Complaints Handling Procedure

We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we encourage you to follow our complaints procedure outlined below. We aim to resolve complaints promptly, fairly, and transparently.

• • Verbally (in person or by telephone)
  • In writing (letter)
  • Electronically (email)

Please contact either your local branch or our Head Office. The relevant Branch or Office Manager will attempt to resolve your concern to your satisfaction by the end of the next business day following receipt of your complaint.

If you are not satisfied with the initial response:

Please contact our Compliance Manager by post or email, clearly outlining the nature of your complaint:

Compliance Manager
Lanka Services Limited
Renewal Trust Business Centre
Hawksworth Street, Nottingham
England, NG3 2EG
Email: info@ezcash.me.uk

Upon receipt:

• • Your complaint will be logged in our Complaints Register
  • You will receive a written acknowledgment confirming who is handling your complaint
  • We will keep you updated on the progress of the investigation

A formal final response letter will be issued within eight (8) weeks of receiving your complaint.

If you are not satisfied with the response from the Compliance Manager, you may escalate the matter to the Chief Executive of Lanka Services Limited, who will review your case personally.

Please write to the Chief Executive at the same address above within 8 weeks of receiving the final response from the Compliance Manager.

If you do not escalate your complaint to the Chief Executive within this timeframe, the complaint will be considered closed.

If you remain dissatisfied after receiving the final response from our Chief Executive, you may refer your complaint to the Financial Ombudsman Service (FOS):

Financial Ombudsman Service – Banking and Loans Division
South Quay Plaza
183 Marsh Wall
London, E14 9SR
Tel: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk

Please note:

• • Complaints must be referred to the FOS within 6 months from the date of our final response letter.
  • The FOS will only investigate complaints that have first gone through our internal complaints process.