About Our Company
Subhida UK Limited, T/a IME London incorporated with Registered number 06432399 under the laws of England & Wales whose registered office is at Pentax house, South hill Avenue, South Harrow, London, HA2 0DU (“IME London”) authorized by the Financial Conduct Authority (“FCA”) under the Payment Services Regulations 2017 (the “Regulations”) for the provision of Payment services with FCA Register Number 576127 and who trades under the name ‘IME London’ (Hereinafter “we” “our” or “us” and “You” our (we may refer you as the “Customer”).
Introduction:
It is essential that you must read and understand these terms and conditions (“Terms and Conditions”) before you accept them. These Terms and Conditions are applicable to and available on all money transfers including online transfer and mobile application provided and managed by IME London and/or any other company within Our Group. They demonstrate many of your responsibilities to us and our responsibilities to you, how and when our agreement with you can be terminated and the extent of our liability to you.
By completing and consenting to the required information for a payment transaction and by accepting these terms and conditions, you agree to be bound by these T&C. If you do not accept these terms and conditions, please refrain from using any of our services. These terms and conditions constitute a legally binding agreement, so it is essential that you read them carefully. Please let us know should you require us to provide you with these Terms in paper or another durable medium.
We may update these Terms periodically, for instance, to comply with new laws or regulatory requirements, or due to changes in market conditions. Each payment transaction we perform for you constitutes a separate contract that incorporates these Terms and Conditions.
• Changes that we make to these Terms and Conditions will generally apply only to Payment Orders entered into after the Effective Date. However, they will also apply to Payment Orders entered into before the Effective Date if required by law or regulatory requirements. For clarity, the updated version of these Terms and Conditions will replace any previous version.
• We do not guarantee that the IME London website, online portal, App or any content on it will always be available or uninterrupted. We may suspend, withdraw, or restrict the availability of all or any part of the IME London online portal, App for business and operational reasons. We will try to provide you with reasonable notice (for example, by posting a message on the website, App, online portal) of any scheduled suspension or withdrawal.
1. Definitions and meanings:
1.1. "IME London Website(s) / Application(s)" means any URL/Application, such as www.imelondon.co.uk , https://play.google.com/store/apps/details?id=com.inficare.iremit.imelondon and http://itunes.apple.com/app/id1464134705?fbclid=IwAR1wdTnArdkZgdUXfUD9tQxorZbouO-XLm4i-ij-rdedPLpMGznc9ft9fEU
respectively owned and operated by IME London that we use to provide the Services to you.
1.2. “Business Day” means 9.00am to 6pm GMT Monday to Friday & 10am to 5pm GMT Saturday excluding Bank Holidays and Public Holidays in England.
1.3. “Bank Card” means a Visa or Master Card credit card, or a debit card.
1.4. “Card Issuer” means the issuer and owner of a Bank Card.
1.5 “Our Services” means the IME Remit money transfer service made available by us including the online portal on site and App.
1.6 “Payment Order” Refers to all instructions you submit to us requesting the execution of a Payment Transaction.
1.7. “Payment Transaction” means the transfer of money to a Beneficiary.
1.8 “Beneficiary” Refers to the individual designated by you as the receiver of the Payment Transaction. This individual must be a natural person acceptable to us and will receive the money transfer either via a designated Paying Agent, through a bank transfer to their bank account, or via cash pick-ups (where applicable).
1.9. “The terms remitter”, you, your, yours and user mean you, the person who is contracting with us using the IME London money transfer system for the provision of Our Service.
1.10. “Transaction number” Unique numbers that are auto generated by the system for every successful transaction to be provided by the sender to the authorized beneficiary for withdrawal of cash pick up and also for using as future reference.
1.11. “IME London Services” shall mean the online money transfer account opened and managed through the IME London website and / or the IME London Application.
1.12. “Terms and Conditions” means this agreement including all subsequent amendments.
1.13. “Fees” means those amounts displayed next to the title “Service Fee” in the customer portal in the process of a transaction. Fees are subject to change based on a wide range of factors including but not limited to the destination country, any promotional offers, and the time of year.
1.14. “Customer Service” means our customer service, which can be reached by email through the email address info@imelondon.co.uk or by calling: +442088660307, or +447984713677 via SMS or any messaging service such as Facebook Messenger and Viber.
1.15. “Privacy Policy” is the IME London’s policy regulating the processing of personal and company data. This is available on the website and may be amended from time to time.
1.16. “Transaction/Money Transfer” shall refer to the customer’s payment instruction via IME London Service.
2. Formation of Contract
Each Payment Transaction we execute for you constitutes a separate contract that includes these Terms and Conditions. There is no overarching framework agreement between you and us that requires us to carry out subsequent Payment Transactions. You are responsible for informing the beneficiary of the Payment Transaction accordingly.
3. Rights and obligation to access our services
By utilising the IME London, you confirm and guarantee that you are at least 18 years old and possess the legal ability to form a binding contract with us. If we become aware, through credible sources, that a user is under 18 years of age, we will terminate that user’s account and remove all related information from our system and records.
You agree to pay our fees for each successful Payment Transaction. To use our Service, you must register with us. During registration, you need to provide all required details, including identity and address verification, and any additional information we may need to meet our legal and regulatory obligations, as outlined by the Money Laundering Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (MLR2017).
To execute a Payment Transaction, you must provide at least the following information:
• Your/remitter’s full name, address, date of birth, phone number email address, nationality, country of birth, occupation, and identification (Passport, UK Driving License, or EEA ID).
• Beneficiary’s full name, phone number and bank name, account number if account credit.
• Additional information may be requested, if necessary, based on payment thresholds and other criteria.
You must:
• Provide true, accurate, current, and complete information and sign the receipt if face to face at the time when registering or submitting a Payment Order.
• Maintain and promptly update such information to ensure it remains true, accurate, current, and complete.
• Not use the Service for any illegal or prohibited purpose.
• Not initiate a Payment Transaction that breaches these Terms or any other applicable restrictions or requirements.
• Be liable for any losses we incur due to fraud or fraudulent activity by you.
You must give your consent that your information, and the Services we provide to you, are confidential but may be disclosed to regulatory or governmental authorities as required by law. All information must be retained in our database for 5 years from your last Payment Transaction.
If you want to authorize another person to provide us with instructions on your behalf, it must be written with your signature or by your register email along with your valid ID. In such cases, we will treat the instructions of the Authorized Person as if they were given by you.
You are responsible for ensuring the completeness and accuracy of all information you provide to us. Instructions provided by you, or any Authorized Person must be in English.
4. About these Terms and Conditions
4.1. These Terms and Conditions regulate the opening, use and closure of IME London Services these interactions include face to face meetings, online conversations, telephone calls or any other not listed above as well as all the payment services offered by IME London.
4.2. IME London is also subject to the Payment Services Regulations 2017 (the Regulations) which regulate how payments must be transmitted and provide protection when you send money to an account within the European Economic Area (EEA) and the payment is in Euros, Pound Sterling, or another EEA-State currency.
5. IME London service overview
5.1. IME London services are Money Transfer services and ancillary foreign exchange. An IME London service is not an account of any type, but solely a method for you to access money transfer services, therefore the UK Financial Compensation Scheme does not apply to IME London Services.
5.2. IME London services have limits which have been set up in accordance with the type of information and verification process used to onboard you as a client; limits may vary, and we may need to ask you for more information and / or documents.
6. IME London Services opening:
6.1. IME London Services can be accessed through the IME London Website or through IME London’s Application. The signup process requires the customer to provide necessary details and accept these Terms and Conditions. In case the customer orders additional services from IME London, the customer may need to accept additional terms and conditions, related to that particular service.
6.2. All information provided during the signup process or during the Account management must be accurate and correct. It is the customer’s responsibility to ensure this.
6.3. For the verification of the customer’s identity, the customer is obliged to present at least one piece of evidence from the lists 6.3.1 and consent to having this evidence electronically verified. In the event that this piece of evidence cannot be electronically verified the customer must present an additional piece of evidence from list 6.3.2 (the lists are given below).
6.3.1. A government issued picture ID (e.g., driver’s license, passport)
6.3.2. A utility bill, (e.g., electricity, gas, or water, but not mobile phone), bank statement, an official letter from the NHS, an NI letter, an HMRC letter, showing proof of address.
6.3.3. If registered with the IME London Mobile Application, the customer should upload a selfie with the ID in hand. The selfie should be taken with the front camera.
7. IME London Services maintenance and safety
7.1. The customer must ensure that all information provided on IME London Services is accurate and up to date. We may contact the customer by e-mail, phone, or text messages (SMS or Online) regarding the account operations. It is the customer's responsibility to respond to our efforts to contact them.
7.2. The customer has access to all transactions they have made via IME London Services through the customer portal, which can be accessed at https://www.imelondon.co.uk or via the application (see section 1 for relevant links) by entering their registered username and their password.
7.3. Along with transactions processed, all fees charged are also shown in the customer portal. The customer should regularly check their IME London Services transaction statement and report to our Customer Service should any irregularities arise or for any further clarification the customer may require.
7.4. In case the customer requests a refund for an unauthorised transaction transfer on IME London services, the customer must notify IME London as soon as they become aware of the situation and no later than thirteen months from the date of the transaction or incorrectly executed transaction.
7.5. The customer has the responsibility of taking any reasonable steps in order to keep their IME London Services login details safe and under no circumstances should they ever disclose them to anyone. We will never ask a customer to provide us with their login details. We strongly urge customers to change their password regularly (at least every 6 months) in order to reduce the risk of a security breach.
7.6. In case the customer suspects that login details have been lost or stolen, they should immediately contact IME London’s customer service and file a report. IME London reserves the right to suspend or limit some functionalities of the customer’s IME London Services. In case it is suspected that any of IME London Services’ security features have been compromised or if IME London suspects fraudulent use then IME London reserves the right to limit functionalities or suspend the service. In either case, IME London will inform the customer(s) about this restriction or suspension as soon as possible.
7.7. Setting up 2-step authentication when requested.
7.8. If you use biometrics (for example, fingerprint or face identification) to authenticate actions in the App, be sure only your biometrics are registered and may be used in the App.
8. IME London Services closure
8.1. The customer has the right to request the closure of their IME London Services anytime. In order to do so, customers must contact IME London Customer Service via email stating their intent to close their IME London Services, their member ID and their full name and date of birth. Customer’s must use the email address they have registered with to send this email. In the event that the customer’s email cannot be accessed, or their email service has been closed IME London may ask for further supporting evidence.
8.2. If the customer’s IME London Services shows a positive balance at the time of its closure, we will arrange funds to be transferred to an external account. This external account’s account holder name must match the customer’s IME London Services account holder’s name.
8.3. IME London reserves the right to carry out any necessary: money laundering, terrorism financing, fraud or other illegal activity checks before authorising any withdrawal of Customer’s funds, including in relation to returning any funds to the customer after they have closed their IME London Services.
9. Receiving funds to IME London Services
9.1. Customers can transfer funds either via paying by card or via bank transfer from their own card / bank account only. IME London will only accept funds received from the Customer, thus excluding third party payments. In order for IME London to facilitate the transfer, the customer must state the reference code as the reference of the transfer.
9.2. Transaction limits are subject to change based on factors such as the destination country, payment method and payout method etc.
9.3. Receiving funds is subject to fees. Customers should check via IME London Services to see the current fees.
9.4. IME London reserves the right to carry out any necessary: money laundering, terrorism financing, fraud or other illegal activity checks before authorising the transaction and crediting funds to the customer’s account.
10. Sending funds from IME London Services
10.1. The customer will be asked to provide details of the recipient in order to initiate the transfer of funds. The customer must take great care to properly type the exact details of who it wishes to send money to. All information the customer provides may be disregarded if the details are inaccurate and IME London shall not be liable for any error the customer makes when entering the recipient’s details.
10.2. Sending funds from IME London Services is subject to fees and limits. Customers should check via IME London Services to see the current fees.
10.3. IME London reserves the right to carry out any necessary money laundering, terrorism financing, fraud or other illegal activity checks before authorising the transaction and transferring funds from the customer’s account.
11. IME London restricted transactions
11.1. The customer can only transfer money to the countries listed on the IME London Website. IME London reserves the right to request the customer for additional information and supporting documentation related to a transfer request. In addition, IME London may suspend and cancel a transaction in case we have reasonable cause to believe this is necessary for the prevention of financial crime.
11.2. IME London reserves the right to suspend or terminate the customer’s IME London Services at any time if we reasonably believe we would be required to do so by law or to comply with recommendations issued by a relevant Government authority or recognised body for the prevention of financial crime.
11.3. Customer’s IME London Services cannot be used for any illegal purposes. It is strictly forbidden to send or receive payments as consideration for the sale or supply of: tobacco products; prescription drugs; drugs and drug paraphernalia; weapons (including without limitation: knives, guns, firearms or ammunition); satellite and cable TV descramblers; pornography, adult material, material which incites violence, hatred, racism or which is considered obscene; Government IDs and licences including replicas and novelty items and any counterfeit products; unlicensed or illegal lotteries or gambling services (including without limitation the use of or participation in illegal gambling houses); unregistered charity services items which encourage or facilitate illegal activities; prepaid debit cards or other stored value cards that are not associated with a particular merchant and are not limited to purchases of particular products or services; third party processing or payment aggregation products or services; multi-level marketing, pyramid selling or Ponzi schemes, matrix programmes or other “get rich quick” schemes or high yield investment programmes; odds or services that infringe the intellectual property rights of a third party; uncoded/ miscoded gaming, Timeshares or property reservation payments (On and Off Plan) We reserve the right, at our sole discretion, to add categories of prohibited transactions by adding such categories either to these Terms and Conditions or an acceptable use policy published on the Website. IME London is fully committed to report any suspicious activity to the relevant law enforcement agency.
11.4. If a customer attempts or conducts any transaction in violation of the prohibited transactions mentioned in these Terms and Condition, we reserve the right to: suspend and / or close the customer’s IME London Services, reverse any relevant transactions and / or report the transaction to the relevant law enforcement agency.
11.5. Recipients of the customer’s transfers must be in compliance with any applicable laws and regulation. It is the customer's responsibility to ensure the appropriate level of controls and ensure the compliance of the transaction. In case of doubt, the payment request should not be processed.
11.6. IME London may refuse or cancel transactions where required to comply with UK, EU, or international sanctions laws.
12. IME London fees
12.1. Transactional fees are subject to change, customers should check the IME London Website for the most up-to-date fees.
12.2. If a transaction fee applies, it will be added to the customer’s total transaction amount.
12.3. If the customer is unable to submit the appropriate documentation and requests a refund, they must pay the charges of £5 or 2%, whichever is greater.
12.4. The exchange rate applied to a transaction will be displayed before customer confirm the payment.
13. IME London regulating Customer data
13.1. IME London’s Privacy Policy regulates the way IME London collects, uses, and protects any information that you give to us. By accepting these Terms and Conditions you also agree to our Privacy Policy.
13.2. You explicitly consent to IME London accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you. This does not affect our respective rights and obligations under data protection legislation. You may withdraw this consent by closing your IME London Services account. If you withdraw consent in this way, we will cease using your data for this purpose, but may continue to process your data for other purposes where we have other lawful grounds to do so, such as where we are legally required to keep records of transactions.
13.3. The processing of your data is Governed by our Privacy Policy which can be found on our website. By accepting this Individual Account Agreement, you also agree to the terms of our Privacy Policy. We encourage customers to print and keep a copy of the Privacy Policy together with this Agreement.
14. IME London liability
14.1. If you formally notify us of an unauthorised transaction via email and after this notification any further unauthorised transactions occur, we shall remain liable and refund the amount immediately to you. Customers should use the email address they have registered with to send us an email stating their full name and date of birth and member ID. In the event a customer cannot access this email address we may ask for supporting evidence.
14.2. In case our service or our intermediary services are disrupted, we shall not be liable if the disruption is related to unforeseeable circumstances beyond our reasonable control.
14.3. IME London encourages you to frequently check your IME London Services transactions and contact our Customer Service in case of doubts or concerns.
14.4. IME London will assist you in the case of any incorrect payment and we will take any reasonable measures to assist you with tracing and recovering such payments.
14.5. IME London shall not be responsible for any losses connected to our compliance with legal and regulatory requirements and we shall not be liable for any indirect or consequential losses as loss of profit, loss of business and loss of reputation.
14.6. IME London is to be considered obliged under these Terms and Conditions only in relation to providing money transfer services and ancillary foreign exchange services.
14.7. You will be liable to compensate and reimburse us in case we incur losses or suffer from your breach of these Terms and Conditions.
14.8. We shall not be liable for the assessment or payment of any taxes, duties or other charges that arise from the underlying transaction between you and another IME London customer.
Indemnification / re-imbursement. You agree to defend, reimburse or compensate us and hold us harmless from any claim, demand, expenses or costs (including legal fees, fines or penalties) that we incur or suffer due to or arising out of you or your representative ' breach of these Terms of Use, breach of any applicable law or regulation and / or use of the services. This provision shall survive termination of the relationship between you and us.
15. Force Majeure
IME London shall not be liable for delays or failure to perform obligations due to events beyond our reasonable control, including but not limited to natural disasters, network failures, regulatory actions, or banking system disruptions.
16. IME London Services terminations and suspension
16.1. IME London may terminate your IME London Services upon giving not less than two months written termination notice. Any of your pending transactions will continue to be governed by these Terms and Conditions until completion. You may terminate your IME London Services with us at any time.
16.2. The termination notice will be provided with instructions on how, remaining funds, will be sent to you.
16.3. IME London reserves the right to terminate your IME London Services with no notice in the following cases:
16.3.1. If any conditions indicated in these Terms and Conditions is breached by you.
16.3.2. If we believe or we have proof that you are in violation of any law or regulation applicable to the use of our services.
16.3.3. If we believe or we have proof that you are involved in any way in a fraudulent activity, money laundering or other criminal activity.
17. Changing these Terms and Conditions
17.1. IME London reserves the right to apply changes to these Terms and Conditions. These changes will be notified to you as per procedures indicated in this section.
17.2. Notification of any changes will be made by email to the email address registered with your IME London Services or via the updates on our website. We strongly urge customers to check regularly.
17.3. All changes will come into effect no later than two months after the date of the change notice.
17.4. You may give us notice in case you object to the proposed changes before the changes come into effect. In this case the changes will not apply to you and your notice will constitute your wish to close your IME London Services. Your Account will be closed should you do this.
17.5. You can at any time request an up-to-date copy of these Terms and Conditions and any other documents by contacting our Customer Service.
18. Payment Method
• We do not accept cash payments. All payments must be made using your very own debit/credit card or through a bank transfer from your own bank account. We reserve the right to decline a transaction if we suspect it originated from a third party. You must be the cardholder, and the billing address must match the one provided during registration. We will not take any responsibility for refund if the payment is made by third-party.
You must:
• Check the payee name agent before confirming the payment. The payee name should be IME London or any sub account name that is dedicated to our PSD.
• Authorize your Card Issuer to transfer the necessary funds including fees to us for the Payment Transaction so that the funds are charged to the account linked to your Bank Card.
• We receive authorization from the Card Issuer and subsequently receive the funds needed to proceed with the Payment Order.
• Ensure you have sufficient funds or credit available and that we receive these funds in time to process the Payment Order.
• Make sure we receive the required funds to proceed with the Payment Transaction before we execute your Payment Order. The funds must be immediately available to us as cleared funds, provided through your Bank Card.
• We do not offer credit and cannot advance any funds to cover any part of a Payment Transaction.
You acknowledge and agree that all Payment Transactions authorized by you are subject to all applicable laws.
Your Card Issuer and/or your bank or credit institution will have their own terms and conditions governing your use of your Bank Card or bank account. You should refer to these agreements when providing the funds required for the Payment Transaction, as they may include fees, charges, and other provisions imposed by your Card Issuer and/or your bank or credit institution.
19. Execution of payment transaction
• Our Service provides various options by which a Payment Transaction is received, including cash pickup at a Paying Agent, credited to a bank account or via our home delivery service, mobile wallet etc where available.
• If we receive a Payment Order along with the necessary cleared funds and associated fees by 15:00 GMT on a Business Day, the Payment Order will be considered received on that same Business Day. If the Payment Order is received after 15:00 GMT or on a non-Business Day, it will be considered received on the next Business Day.
• Subject to the Regulations, we will execute the Payment Order and make the funds available to the Beneficiary by the end of the Business Day following the Day of Receipt. For regular Payment Transactions, funds are usually available for collection within a few minutes, depending on the business hours of the Paying Agent and payout country. In some countries, our Service may experience delays or have other restrictions. For more details, please contact our customer service team.
• To collect a Payment Transaction from a Paying Agent, the Beneficiary must provide all required Payment Transaction details including Transaction/PIN number and present photographic identification. Acceptable forms of identification vary depending on the country where the funds are collected.
• Please do not disclose any of the collection details to anyone other than your chosen Beneficiary. Ensure that only your chosen Beneficiary can access these details. If you disclose the collection details to anyone other than your chosen Beneficiary, we will not be liable if the funds are paid to someone other than the Beneficiary who provides the collection details and apparently valid identification to the paying agent.
• For Payment Transactions (i) to a country outside the EEA, (ii) involving multiple currency conversions between the Euro and a non-Euro currency of an EU or EEA Member State, (iii) not paid out in Euro, or (iv) to be paid to the Beneficiary’s bank account, the funds will be available to the Beneficiary by the end of the fourth Business Day after the Day of Receipt. Banking services may differ if your Payment Transaction is to a non-EEA currency account or to an account outside the EEA. For details on when the Payment Transaction will be credited to such an account, contact the Beneficiary’s account provider.
• Once we receive a Payment Order, it cannot be revoked except as permitted under the Regulations and outlined in the cancellation clause.
• If we execute a Payment Order based on incorrect details provided by you, we are not liable for any losses incurred. However, we will attempt to assist in recovering the payment amount and may charge you a fee for our reasonable costs in doing so.
• Once we accept a Payment Order in accordance with these Terms and Conditions, we will promptly provide you with the following information electronically.
A reference number to identify the Payment Transaction and the Beneficiary; the amount of the Payment Transaction in the currency used in the Payment Order; confirmation of any customer fees and/or costs related to the Payment Transaction; the exchange rate used and the amount after conversion, if applicable; and the date we received the Payment Order.
• When a Payment Transaction is confirmed, you will receive a soft/hard copy of the receipt. Please retain the receipt for future reference.
• If a Payment Transaction is not collected by the Beneficiary within a reasonable time period depending on the Paying Agent involved, we will automatically cancel the Payment Transaction and notify you. The funds will no longer be available for collection and will be held by us in trust until we can reimburse you via the same payment method used to fund the Payment Transaction.
20. Cancellation and Refunds
• You may cancel a Payment Order at any time before it is executed. Once executed, a Payment Order cannot be cancelled or amended. You may exercise this right to cancel in the following ways:
Email: Please email us to info@imelondon.co.uk with the transaction number in the subject as reference and reason for cancellation.
Telephone: +44 208 866 0307, Monday to Friday: 9am – 5pm, Saturday: 10am – 5pm and Sunday: closed.
Writing: Please send your request in writing with reason for cancellation along with the transaction number as reference. The letter must be sent to the address below
Office: Pentax House, South Hill Avenue South Harrow, London, HA2 0DU
• If you cancel a Payment Order after it has been sent to us, we will reimburse any payments you made. However, if the money transfer has already been paid to the Beneficiary before we receive your cancellation notice, no reimbursement will be made.
• If you cancel a Payment Order or if we are unable to complete a Payment Transaction for any reason, we will arrange for a full refund.
• We are not responsible for, and will not refund, any payments made incorrectly due to you providing inaccurate payment information. We will be liable for any expenses incurred and interest applied to you due to our non-execution, defective, or delayed execution of a Payment Transaction. We will not accept altered documents.
• Nevertheless, if you provide clear cancellation instructions, except in the cases where we will not accept a cancellation, we will attempt to cancel the Payment Transaction. However, we will not be liable for any losses incurred, and we reserve the right to charge a fee to cover our reasonable costs for the cancellation.
• In the event of a cancellation, if you do not provide clear written instructions for an alternative Payment Transaction within ten (10) days of the cancellation date, we reserve the right to terminate our agreement under these Terms and Conditions.
• Once we confirm and process the refund, the amount will be credited to your account within 5 to 7 working days.
21. Safeguarding
• Customer funds are safeguarded in accordance with regulatory requirements by placing them in segregated accounts with authorised credit institutions.
• As soon as the funds (“Relevant Funds”) have been received for the execution of a Payment Transaction under the Regulations, IME London will safeguard said Relevant Funds by making sure that they are covered by ensuring the amount in GBP is kept in a dedicated bank account. Relevant Funds will be safeguarded as long as they are held by us, i.e., until the funds are collected by the beneficiary at the destination or are paid out to the Beneficiary’s payment service provider. It is worthwhile to note that Relevant Funds are not protected by the Financial Services Compensation Scheme.
22. IME London communications to you
22.1. IME London usually communicates to you by email. We require you to keep your email address updated in your IME London Services and we require you to regularly check your incoming message. You are required to keep copies of all communications we send or make available to you.
22.2. If you are unsure whether a communication sent to you by us is genuine or not then please contact our Customer Service.
22.3. IME London communications are in English, and we will accept communication from you only in English. We may provide you with documents and communications in other languages and you may communicate back in this language, but these shall not be considered as an obligation for us to proceed with all communications in that language.
22.4. IME London, along with emails, reserves the right to contact you by telephone or letter.
22.5. If you wish to contact our Customer Service, you may do so using the email address; info@imelondon.co.uk
23. Personal data protection
• Our Privacy Policy outlines how we handle the personal data collected from you, or provided by you to us. By using the IME London through online, App or agents, you consent to the processing of your personal data as described in our Privacy Policy. You also affirm that all information provided by you is accurate. You can access our Privacy Policy by clicking on the “Cookies and Privacy Policy” link within the IME London website, online and App.
24. Intellectual property rights
• IME London asserts full ownership rights over all intellectual property associated with its services, including but not limited to trademarks, service marks, logos, trade names, and any proprietary software or technology used in its API operations.
• Users of IME London’s API are granted a non-exclusive, non-transferable license to utilize the API solely for the purpose of integrating with IME London’s money transfer services in accordance with the terms and conditions provided by IME London.
• Any unauthorized reproduction, distribution, modification, or reverse engineering of IME London’s API or associated intellectual property is strictly prohibited. This includes any attempt to replicate or misuse IME London’s trademarks, service marks, or proprietary technology.
• Users of IME London’s API must comply with all applicable laws, regulations, and guidelines, including those set forth by the Financial Conduct Authority (FCA) and other relevant regulatory bodies.
• IME London shall not be liable for any damages, losses, or claims arising from the unauthorized use or misuse of its intellectual property by third parties, including API users.
• IME London reserves the right to modify, update, or terminate this Intellectual Property Rights Statement at its discretion. Such changes will be communicated to API users in a timely manner.
• By accessing or using IME London’s API, you acknowledge and agree to abide by the terms set forth in this Intellectual Property Rights Statement. Failure to comply with these terms may result in termination of API access and legal action as deemed necessary.
25. Complaints
25.1. If you wish to make a complaint about any aspect of IME London Services, you may submit your complaint in writing to: Pentax House, South Harrow, London. HA2 0DU, or send an email to our Customer Service info@imelondon.co.uk
25.2. We will acknowledge receipt of your complaint within 2 business days by email. The complaint will be recorded on our system, and we will investigate your complaint and come back to you with the results of our investigation no later than thirty business days after receipt of your complaint.
25.3. If you are not satisfied with the manner in which IME London has dealt with your complaint, then you may refer the matter to the Financial Ombudsman Service, Exchange Tower, London E14 9SR, Telephone no. 0800 023 4567, email: complaint.info@financial-ombudsman.org.uk
• At IME London, we are committed to providing high-quality services and maintaining customer satisfaction. We recognize that from time to time, issues may arise, and we take all complaints seriously. This document outlines the procedure for handling complaints to ensure they are resolved promptly and fairly. .
• If you have a complaint, please contact our Customer Service team via one of the following methods:
Email: info@imelondon.co.uk
Phone: +44 208 866 0307, Monday to Friday: 9am – 5pm, Saturday: 10am – 5pm and Sunday: closed.
Postal Address: Pentax House, South Hill Avenue, South Harrow, London, HA2 0DU.
• When lodging a complaint, please provide the following information to help us address your concern effectively:
• Upon receiving your complaint, we will:
• Our complaints team will conduct an initial review of your complaint to understand the issue and determine the appropriate course of action. This may involve:
.
• We aim to resolve all complaints as quickly as possible. Our target resolution timelines are from 5 to 15 working days depending on the complexity of your complaint.
• If we require more time to resolve a complex complaint, we will notify you within the initial fifteen (15) business days, explaining the reason for the delay and providing a revised resolution timeline.
Once we have completed our investigation, we will provide you with a final response. This response will include:
.
Once we have completed our investigation, we will provide you with a final response. This response will include:
.
• If you are not satisfied with our final response, or if we have not resolved your complaint within eight (8) weeks, you may escalate your complaint to the Financial Ombudsman Service (FOS):
Financial Ombudsman Service Contact Details:
.
• We will keep a record of all complaints and their resolutions for a minimum of five (5) years. This helps us monitor and improve our services and ensures compliance with regulatory requirements.
26. Consumer Duty Obligations
• Apart from the above we are committed to treating our customers fairly and ensuring that all our products and services meet your needs and expectations. We will always act in your best interests and provide clear, transparent, and timely information to help you make informed decisions about our services.
• We will ensure that all products and services we offer are designed to meet the needs of our customers. We will regularly review our offerings to ensure they remain suitable and beneficial for our customer base.
• We will provide you with clear, accurate, and understandable information about our products and services. We will avoid jargon and ensure that all communications, including terms and conditions, are straightforward and easy to comprehend.
• We are committed to transparency in our pricing and will ensure that all fees, charges, and costs associated with our services are clearly disclosed and fair. We will not impose any hidden fees or unexpected charges.
• We will provide prompt, efficient, and courteous customer service. Our customer service team will be available to address any questions, concerns, or issues you may have regarding our services.
• We will regularly review our policies, procedures, and practices to ensure they comply with regulatory requirements and best practices related to consumer duty. We will update our terms and conditions as necessary to reflect any changes.
• We will comply with all applicable laws, regulations, and guidelines set forth by regulatory bodies, including the Financial Conduct Authority (FCA). We will ensure that our business practices align with the FCA’s principles of good conduct and consumer protection.
27. Applicable Law and Jurisdiction
• These Terms and Conditions, including their subject matter and formation, are governed by the laws of England and Wales.
• Both you and we agree that the English courts will have exclusive jurisdiction over any disputes arising from or related to these Terms and Conditions.
• These Terms and Conditions do not affect your statutory rights as a consumer. For more information on your rights, please visit the Financial Conduct Authority (FCA) website at www.fca.org.uk/consumers.
28. Miscellaneous
28.1. These Terms and Conditions assign right to you only, as an IME London Services holder, no other person shall have any rights under these Terms and Conditions.
28.2. IME London Services is operated in the United Kingdom and governed in accordance with the laws of England and Wales. In case of dispute, this shall be exclusively brought in the courts of England and Wales, except where it prohibited by EU law.