1. Purpose

This policy is designed to outline the key principles and concepts of the Customer complaints management system in the Company. This policy should be used as a guidance by both Employees and Customers on how complaints will be managed within the Organization in an effective manner.

2. Definition of a complaint

In this policy a complaint means an expression of dissatisfaction by a Customer in relation to the services provided by the Company.

3. Complaints procedure

A complaint must be made in written form and submitted to the Company’s attention via e-mail specified on the website. A complaint must be written in a clear and understandable manner in order to be processed. The Customer shall not use inappropriate offensive language and emotional description of an issue.

The following information must be submitted together with a complaint:

• Account number;
• Full name and surname;
• Details of the problem/issue;
• Affected transaction number (if applicable);
• Date and time of subject issue;
• Copies of any documentation which supports your complaint (if applicable)

4. Assessment and handling of complaints

The Company has outlined the following steps of the complaint process that will be followed by responsible Employees in order to ensure timely, effective and appropriate measures to be implemented in relation to specific issue:

• Acknowledgment of the complaints:

  We will acknowledge receipt of your complaint within two (2) business days. Once your complaint has been received, we will undertake an initial review of your complaint. The Compliance Officer of the Company will be responsible to handle the complaint and report.

• Review of the complaints:

  There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint.

• Initial assessment:

  After review of the complaint, we will confirm whether the issue raised in the complaint is within our control. When determining how a complaint will be managed, we will consider how serious, complicated or urgent the complaint is; the risks involved if resolution of the complaint is delayed, and whether a resolution requires the involvement of other organisations.

• Responding to the Customer:

  After the assessment is concluded, the responsible employee shall inform the Customer about the outcome with 7 days after the complaint was received, and explain in clear and understandable way further instructions/steps that will be undertaken in order to resolve the issues and maximally prevent occurrence of such in future;

• Recording of the compliant:

  We will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

5. Contact details:

Customer complaints can be directed to:

E-Mail: account@sticpay.com

Sticpay strives to provide safe, transparent and efficient services to all its customers. We abide by high standers of professionalism and constantly ensure that all our customers are always satisfied. If at any time our products or services have failed to meet these standards, please contact us and tell us about your experience.

Complaints procedure

All complaints should be made formally, in writing for them to be effectively recorded and investigated. Please raise any issue or complaint with our team by emailing us ataccount@sticpay.com. It is important that you clearly indicate you wish to make a complaint rather than to enquire about a matter. Explain the nature of the problem and provide as many details as possible. Once a formal complaint is received, one of our team members will acknowledge your complaint in a timely manner. They will do their best to help you or, if necessary, will refer your complaint to an appropriate Manager. During our investigation, we may contact you to request additional information necessary to help us solve your issue. Your prompt response in those circumstances will help us finalise the investigation in a timely manner.

We endeavour to provide you with a resolution to your issue within fifteen (15) business days after the date on which we received your complaint. If in some exceptional circumstances, which are beyond Sticpay’s control, we cannot provide you with a final response within fifteen (15) business days, we will notify you of that and will send you a final response within thirty-five (35) business days after the date on which we received your complaint.

The Financial Ombudsman Service

If we fail to provide you with a satisfactory resolution to your issue, you may be eligible to refer your complaint to the Financial Ombudsman Service within six months of the date our final response was issued. You can contact the Financial Ombudsman Service by post at Exchange Tower, London E14 9SR, by telephone on 0800 023 4567 or 0300 123 9 123, or via text message at 07860 027 586. You can also find details on how to submit your complaint at https://www.financial-ombudsman.org.uk.