You can contact us by phone, e-mail or visit us in person at your local agency.
IN THE UK
Mon-Fri: 9:00 AM – 05:00 PM
Saturday: 10:00 AM – 03:00 PM
Tel: +44 7452 184 485
IN SOUTH SUDAN
Mon-Fri: 08:30 AM – 06:00 PM
Saturday: 09:00 AM – 4:00 PM
Tel: +211(0) 924 224 446 / +211 (0) 911 494 444
E-mail: firstname.lastname@example.org / email@example.com
Simply contact us and if the agent is unable to resolve your complaint it will be escalated to the relevant manager for investigation.
We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we possibly can, keeping you regularly informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We will also take measures to improve any systems or processes where necessary.
If you are dissatisfied with our response, you may raise your concerns to the Financial Ombudsman Service (“FOS”). The FOS can be reached at: Exchange Tower, London, E14 9SR. Further information and eligibility requirements can be found on www.financialombudsman.org.uk
We must receive a high-quality photo or scan of the document showing:
- Your photo
- Your full name
- Your date of birth
- Your signature
- An expiry date – it must not be expired.
- Document number
- The full machine readable zone (The two lines of letters and numbers at the bottom of the document)
We must receive a high-quality photo or scan of a valid address document that can be a utility bill, council tax bill, tenancy agreement or a letter confirming the opening of a bank account not older than 3 months showing:
- Your name – it should match the name provided when you registered on EXCEL REMIT.
- Your full personal address
- A date of issue
- A logo, or clear name of the sender (e.g. your bank, your local authority, your utilities provider, etc)
- The nature of the document (e.g. type of bill, subject of the letter)
We do not accept a PO Box address.
The address proof must be issued to your personal address and not to a business.
In some cases, you will be requested to give a reason for the payment. In these cases, a drop down, menu will appear giving you a number of options to select from. This is just to give us an idea of what the money transfer is intended for. Examples include:
- To purchase an overseas property
- Mortgage payments
- To pay university/student tuition fees or studying expenses