Our Complaints Handling Procedures

In the discharge of our responsibilities, we will endeavour to deliver excellence in customer service to all our cherished customers. We envisage that, there could be a possibility where our service level may not be to the desired standard due to factor outside our control.

As a cherished customer, if you have a complaint about any aspect of our services, we would be delighted to hear from you in the first instance following a dissatisfied service level. Please make every effort to contact us by telephone or in writing, by post (Suite 2a Blackthorn House, St Pauls Square, Birmingham, United Kingdom, B3 1RL), or email customer-service@mydiamondpay.com

Irrespective of your chosen channel, ensure that all correspondence is addressed to the Money Laundering Reporting Officer (MLRO). On receipt of your complaints, our department responsible for Complaints will work assiduously on your case and aim to resolve it in the shortest possible time.

Within Diamond Cube, we apply an established internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To expedite investigation and take immediate action on your submitted complaints, it is strongly recommended that you provide us the following pieces of information:  Your full name, valid and current address as well as your unique client reference number  An explicit description of your concern or complaint  Exact details of what you would like us to do to put it right  Copies of any relevant documents, such as letters  Your daytime telephone number where we can contact you. On receipt of the above, we will do our very best to resolve your complaint immediately, and with minimum of inconvenience to you. Our initial approach is for us to be clear on what the problem is, and to identify with you what we can do to put it right.

The more information you can give us the better. In rarely situations, we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day, and if we have not already informed you to agree our proposal for resolving it, we will follow the procedure below:  Send an acknowledgement of your complaint in writing within 5 working days  Confirm who will handle your complaint, and how you can contact them. If your complaint is particularly complicated in nature, we will keep you informed of the progress we are making as we continue our investigations. In any event we will make every effort to resolve your complaint and provide you with a final response within 8 weeks.

In our final response we will include the underlisted in our correspondence to you:  A synopsis of the complaint.  A review of the outcome of our investigation.  We will indicate whether we acknowledge there has been any fault on our part and whether the complaint will be upheld.  We will also provide you with details of any offer to settle the complaint and how long this offer will remain open.  If you are a retail client, a notification of your right to refer the matter to the Financial Ombudsman Service. If we are unable to provide you with a final response within 8 weeks, we will write to you with  An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one  If you are a retail client, a notification of your right to refer the matter to the Financial Ombudsman Service.

This Statutory body called Financial Ombudsman Service is the official independent expert in settling complaints between consumers and businesses providing financial services. Please note that you can obtain a copy of the Financial Ombudsman Service explanatory leaflet from us or contact the Financial Ombudsman Service directly at: The Financial Ombudsman Service

South Quay Plaza 183 Marsh Wall London E14 9SR Telephone: 0845 080 1800* E-mail: enquiries@financial-ombudsman.org.uk Website:www.financial-ombudsman.org.uk Remember, we value your feedback. Help us to get it right every time for every client. NOTE: This is not our full complaint procedure.

Our Cookies Policy

To serve you well, we make use of technological advances to understand your business needs. As a result of this desire for excellence, we at Diamond-Pay apply the use of cookies to keep track of your preferences and profile information. These cookies are a combination of strings of text and numbers containing small amounts of information, which your computer or mobile device downloads when you visit a website.

What Diamond-Pay uses cookies for? The main purpose for which we collect cookies includes:  To identify you when you sign into our website.  To remember your country and language preferences.  To remember essential settings required to do a transaction.  To recognise whether or not you have visited certain pages on our website.

If you have allowed your browser to accept cookies, this lets us know that you consent to our use of cookies as described in this cookies policy.

It is your right to determine and control which websites you accept cookies from by modifying the settings in your browser. You can also delete cookies already saved by your browser. You should find information on how to do this in the help menu of your browser.

The Diamond Pay web pages may also contain other similar technologies that recognise which pages you have visited. This helps us analyse how our site is used and helps us provide a better user experience. We may also use this technology in some of our emails to let us know which emails and links have been opened by recipients to understand the effectiveness of our customer communications.

Internet Advertising

We display banners on other websites using advertising networks. If your browser is set to accept third- party cookies, then you may see interest-based ads when you visit other websites. The interest-based ads which you see on other websites may be based on your previous interactions with our website. The purpose of this is so that the advertising networks can display ads which are most relevant to your interests.

We do not provide any personally identifiable information to advertisers or to third party sites which display our interest-based ads. You can opt out of third-party ads from the Google network.