Risk Control Compliance
COMPLAINT HANDLING PROCEDURE SUMMARY
IPAYLINKS UK LLP
Building strong and lasting relationships with our clients is important to us. IPAYLINKS UK LLP (“iPayLinks UK”) is committed to always providing a high standard of service to its clients. However, we know that sometimes things can go wrong and when this happens, we encourage clients to tell us about it. Informing us when you are unhappy with one of our products or services provides us with an opportunity to put the matter right and ensures that we improve our service to you and to all our clients generally.
IpayLinks UK adheres to a rigorous Complaints Handling Policy and Procedure. This document summarises the procedure in case a client wants to file a complaint about us.
Definition of a complaint
A complaint is any expression of dissatisfaction, about the provision of, or failure to provide, a financial service or a redress determination, where the complainant alleges that he or she has suffered or may suffer a financial loss, material distress or material inconvenience.
A complaint can be oral or written. It need not be accompanied by reasons or explanation. A request for explanation, clarification or general advice is not a complaint.
How to Complain
iPayLinks UK is committed to providing its clients with the best possible service. However, if at any point you become unhappy or concerned about a service, we have provided then you should inform us immediately so that we can do our best to resolve the problem.
If you have a complaint, you may express your concerns in writing by:
1) using our real-time chat service inhttps://www.ipaylinks.com/; or
2) emailing to firstname.lastname@example.org; or
3) Writing to us at: Complaints, IPAYLINKS UK LLP, Floor 18 100 Bishopsgate, London, United Kingdom, EC2M 1GT
Please provide us with as much information as possible when making your complaint. This will help us understand the issue and resolve it quickly. Please include:
• Your name and address
• Your merchant number
• A description of your complaint and how it has affected you
• When the issue happened
• A contact number (or other preferred method of contact) and a convenient time to contact you.
Why do we need this information?
iPayLinks UK wants to fully understand what has gone wrong. This is to make sure we get the right person handling your complaint, so they can investigate and fix the situation as soon as possible. We want to get you back into the position you would have been in had the issue not occurred.
Your contact details will help us get hold of you if we need to discuss your complaint, especially if we need any more information. Calls from us may appear as unknown or withheld numbers.
iPayLinks UK will reply in the format in which it was received (e.g. email if email) unless you indicate your preferred method of contact.
Acknowledging and responding to your complaint
iPayLinks UK treats all complaints from all types of clients and potential clients fairly and promptly and in compliance with all laws and regulatory requirements. In doing so, iPayLinks UK will investigate all complaints competently, diligently, and impartially.
• Acknowledging and Response
As soon as possible and by no later than two (2) business days following receipt of your complaint, we will provide you with a written “Acknowledgement” of your complaint. This acknowledgment will either:
i. Respond to your complaint in full; or
ii. Indicate that we need further time to properly investigate your complaint and set out when we expect to provide you with a response. In all cases, we will respond within thirty-five (35) business days from the date we receive your complaint.
If we can resolve your complaint within two (2) business days following receipt of your complaint, we will provide you with a written “Complaint Resolution Summary”. The Complaint Resolution Summary will acknowledge your complaint and will set out the findings of our full investigation of the matters giving rise to your complaint and our view of whether your complaint should be upheld or not and if so what remedial action and/or redress we feel is appropriate.
If we cannot resolve your complaint within two (2) business days, we will provide you with:
i. A “Written Response” which:
a) Explains why we are not in the position to make a final response; and
b)Explains when we expect to provide you with a final response.
During the investigation,
• We will send you an acknowledgement email clearly stating (a) name and contact information of the person in charge of handling your complaint; and (b) a reference number if you need to contact us.
• We will keep you updated of our progress throughout our investigation.
• We may need to contact you for more information using your preferred method of contact.
ii. A “Final Response Letter” – Within 35 business days, we will set out the findings of our full investigation of the matters giving rise to your complaint and our view of whether your complaint should be upheld or not and if so what remedial action and/or redress we fell is appropriate; or
The final response will include the Financial Ombudsman Service (FOS) explanatory leaflet which describes how a complaint may be referred to them. It is important that you give us the opportunity of addressing any concerns before escalating a complaint to the FOS.
If you are an Eligible Complainant, when we send you a Complaint Resolution Summary, a Further Written Response or a Final Response Letter, we will also inform you that:
• if you subsequently decide that you are dissatisfied with the resolution of the complaint, you may now be able to refer the complaint to the FOS and must do so within 6 months; and
• further information about making a complaint to the FOS can be found on the website of the FOS.
FOS is a free, independent, and impartial service that helps resolve disputes.
Phone: 0800 0 234 567 (free from UK landlines and mobiles)
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
iPayLinks UK aims to:
• Acknowledge your complaint within two business days after receipt of your complaint
• If possible, settle within 15 business days
• Where we are unable to reach a final resolution, we will respond with a rationale and indication as to when a final response can be expected, which will be within 35 business days of your complaint
All formal complaints are registered in our Complaints system.
Resolving the complaint
A complaint is resolved when you indicate, in writing, acceptance of our findings as set out in our Summary Resolution Communication or our Final Response Letter.
Our findings will consist of one of the following:
• iPayLinks UK will accept the complaint, and when appropriate, will offer redress or other remedial actions; or
• iPayLinks UK will offer redress or remedial action without accepting the complaint; or
• iPayLinks UK will reject the complaint and explain its position.
Where a redress or remedial action is deemed appropriate, iPayLinks UK will deliver on this offer promptly.
If we do not hear from you within thirty-five (35) days of the date of the Summary Resolution Communication or the Final Response Letter, we will consider your complaint closed.
If you are dissatisfied with the resolution of the complaint, you can use alternative channels to obtain redress:
• If you are an Eligible Complainant, you may have recourse to the FOS (see above).
• You are entitled to start proceedings in a civil court if you do not want to accept a decision by the FOS or FCA.