Terms and conditions

LEGAL TERMS & CONDITIONS

The services referred to in these legal conditions will be provided according to these legal terms and conditions, which set out our responsibilities as a provider and your rights and responsibilities as a customer, as well as information relating to reserving currencies for collection in branches.

Our Privacy Policy will be also applicable for the purpose of the protection of your personal data.

This website is operated by GLOBAL EXCHANGE CURRENCY EXCHANGE UNITED KINGDOM LIMITED (hereinafter “Global Exchange”) a limited company incorporated First Floor, 5 Fleet Place, Londres, Reino Unido, EC4M 7RM and Company number 13365829; and, registered at the Registrar of Companies for England and Wales on 29th April 2021.

The terms of use of the websites of GLOBAL EXCHANGE CURRENCY EXCHANGE UNITED KINGDOM LIMITED (Global Exchange) can be consulted in the Legal Notice.

I.- ONLINE BOOKING WITH IN-BRANCH COLLECTION.

With this service, Global Exchange, offers you the possibility to reserve the desired currency in order to be able to withdraw it and pay for it in our branches ("booking with in-branch collection").

1. BOOKING PROCESS.

Bookings can be made via telephone, by calling the freephone 08000886743, or on our website: www.global-exchange.co.uk

Bookings through the website can be made in English and Spanish.

Only certain currencies are kept in physical stock, and so bookings can only be made for those available. An estimated time of collection depending on the availability and the place of collection will be given on the website for each currency request.

In any case, the customer must provide a valid identification, as well as an email address and telephone number to enable Global Exchange to contact him/her and duly deliver the booking.

Bookings may be subject to a maximum value per calendar month, quarter and year..

2. EXCHANGE RATE, FEES AND EXPENSES.

When placing a booking for in-branch collection, you will be informed by telephone or online about the estimated exchange rate (price), which is variable depending on the chosen collection branch, fees and expenses. The booking will be paid in the indicated branch on the day of collection.

It should be borne in mind that entities authorised to exchange currencies are not obliged to apply official exchange rates and may apply a commercial margin and/or fee.

3. PAYMENT METHOD.

The amount of the booking will be paid in full, in cash or by card, if this means of payment is enabled, in the chosen branch on the day selected by the user.

4. BOOKING CONFIRMATION.

Once you have placed a booking for in-branch collection and after we have accepted it, you will receive a confirmation email with the details of the transaction specifying: the approximate price, additional expenses, the method of payment, the collection address and day and time slot for collection.

In the event that the booking is not accepted by the user, no liability will arise for the user.

5. BOOKING COLLECTIONS.

The booking will be available to pick-up in the branch and on the day indicated in the confirmation email.

The booking will be delivered only to the person who made it, and so the customer must provide a valid identification.

Booking collections will be subject to compliance with the measures of due diligence and internal control applicable in compliance with the Prevention of Money Laundering and Funding of Terrorism Regulations.

6. QUALITY GUARANTEE.

Global Exchange ensures that the currency provided is of top quality and corresponds to the currency in force in the issuing country.

7. CANCELLATION AND REIMBURSEMENT POLICY.

1. Cancellations:

The user may cancel a booking before the chosen pick-up date at the branch has expired. In no case will we charge the user.

To cancel a booking, the customer must contact Global Exchange’s Customer Serviceat the freephone:08000886743, as soon as possible, and provide us with his/her booking number.

In any case, Global Exchange will deem the booking as cancelled if the user does not appear at the agreed branch on the pick-up date, or within the next 24 hours.

2. Returns:

Once the booking has been collected, the customer will have 15 calendar days to return it. We will only accept returns of the full amount of the transaction and the same tickets that were issued, identified by their serial number. To make a return, the customer must go to any of our exchange offices in United Kingdom, and provide the original receipt of the exchange transaction.

Returns can be only requested by the person who made the currency exchange transaction, and the person in question will need to provide the same ID document that he/she used for the exchange transaction.

After verifying that the serial numbers of the banknotes match those from the transaction, Global Exchange will refund the corresponding amount. Refunds will be only made in cash.

II.- CUSTOMER SERVICE.

1. COMPLAINTS:

How We Handle Your Complaint.

We want all customers to be happy with the service we offer but always welcome feedback if that is not the case. If you do have cause to complain we will do everything we can to resolve matters quickly and to our mutual satisfaction.

Making a Complaint.

As a first step, you should try to solve the situation with our onsite manager who will try to resolve any concerns you may have as quickly as possible.

Alternatively, you can contact us in one of the following ways:

• - By Telephone: 0800 088 6743 (or (+44) 2033548846if calling from outside the UK)
• - By Email: customerservice.uk@global-exchange.co.uk  
• - By Post: Client Support Team:10 Norwich Street, London, United Kingdom, EC4A 1BD
• - By our website https://www.global-exchange.co.uk/en/home

Please for the sake of agility, we encourage to use the email. Please note that any complaint started by telephone shall be followed and managed afterwards by email, for data security reasons.

In the Complaint, the following information should be included:

• - Your Name and surname
• - ID
• - Copy of the transaction receipt (if any)
• - A brief background

Complaints time limits.

All complaints must be investigated and resolved within the time limits detailed below:

1. A response and acknowledgement must be prepared and sent to the client as quickly as possible and no later than five days after receipt.
2. The letter must explain to the complainant in a way that is clear, fair, and not misleading, the firms’ assessment of the complaint, its decision (if one has been reached within the five days), and any offer of remedial action or redress.
3. By day fifteen from when the complaint was received, the complainant must be sent a final letter, with our findings and final decision. If the complaint has not been resolved, the reasons must be provided to the client.

Financial Ombudsman Service

Clients may be entitled to refer their complaint, subject to eligibility, to the Financial Ombudsman Service:

https://www.financial-ombudsman.org.uk/consumers/how-to-complain

Financial Ombudsman Service Helpline

0800 023 4567 - phone lines are open between 8am and 5pm, Monday to Friday and 9am and 1pm on Saturday.

You can also make a complaint through one of the Financial Ombudsman’s online forms. You will need to have the following details of the complaint before you start filling the form in:

1. the name of the financial business you are complaining about
2. dates of correspondence with the business, including the date of its final response
3. your transaction reference details.

Record keeping.

Accurate records shall be maintained to allow Senior Management to adequately monitor the level and types of complaints that it receives. All complaints shall be retained together with the measures taken for their resolution for three years from when the complaint was first made.

© GLOBAL EXCHANGE CURRENCY EXCHANGE UNITED KINGDOM LIMITED. Marzo, 2022.

All rights reserved.