At Himalaya Exchange, we will always strive to provide the best products and the best service possible. Our teams are always looking for new and innovative ways to improve our products and add new and innovative features. Likewise, our customer service team receive ongoing training in order to provide you with world class customer service. However, we don’t always get things right the first time. Should you feel that your experience, as our customer, does not meet your expectations, or if you find our products or services to be unsatisfactory, then we would like to hear about it straight away, so we can try to put it right for you and improve our service.
We treat every complaint seriously so should you want to make a complaint, whatever it’s about, we’ll give it our full attention and we’ll ensure that it’s dealt with by a member of the team with the knowledge and experience to investigate and resolve your complaint for you.
Our Complaint Handling Promises.
1. Step 1 – A Formal Acknowledgement. A member of our complaint handling team will summarise and acknowledge your complaint in writing, via email within five days. It is possible that your complaint may need further investigation across multiple departments, in which case our complaints handler will give you a timeline for further correspondence during which they will keep you informed of progress.
2. Step 2 – Further Investigation May be Required. Should the complaint require a more detailed investigation, we will provide you with an update of the action we are taking, including any advice given to us, as a means towards resolving the complaint. If we have reached a conclusion within this time, we’ll confirm the results of the investigation and our final response in writing.
3. Step 3 – Resolving your Complaint. Within eight weeks of receiving your complaint we will write to you with our final response, explaining our conclusion and the details of the investigation. If our investigation finds that we are at fault then your complaint will be upheld. Should the fault have disadvantaged you financially then we will discuss redress with you, as appropriate.
How to Complain
We aim to make it as easy as possible to complain to Himalaya Exchange, there are various ways that you can raise a complaint with us and are detailed below:
Submit a Request
You can submit a request to our Customer Service team by visiting our Support page, which can be found here: https://himalaya-exchange.zendesk.com/hc/en-gb/requests/new
You can start a live chat with us at anytime. Our Customer Service team is available 24 hours a day, 7 days a week, 365 days a year.
Have more questions? Submit a request