1.1. Payoma is a company authorised and regulated by the FCA in the United Kingdom. We are required to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our clients are important to us, and we believe client have the right to a fair, swift and courteous service at all times. This document sets out the complaints handling procedures that we will follow in the event that client makes a complaint.
2. DEFINITION OF A COMPLAINT
2.1. For the purpose of FCA requirements on complaints procedures (FCA Handbook) a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.
3. APPLICATION OF THIS POLICY
3.1. You will be considered an eligible complainant and we will apply this Policy to you if you are our client.
3.2. Regardless of this, if are not our client (are not eligible complainant) we will treat your complaint as if you are. Please note, however, that if you are not an eligible complainant you will not be able to refer your complaint to the Financial Ombudsman Service if you are not satisfied with the way we have handled your complaint.
4. MAKING COMPLAINT OR REPORT
4.1. You can make a complaint or report any technical issues or fraudulent/security incidents (Report) by any reasonable means. Emails can be sent to firstname.lastname@example.org. Written complaints can be sent to Payoma Limited, Level 18, 40 Bank Street, London, United Kingdom, E14 5NR.
5. REVIEWING YOUR COMPLAINT OR REPORT
Confirming receipt of your complaint or report
5.1. We will refer you to our Compliance Manager, as soon as possible.
5.2. In the event that the Compliance Manager is involved in the subject matter of the complaint or the Report we will promptly acknowledge you in writing via email. In this acknowledgement we will provide the name and title of the person that is handling your complaint, technical issue or fraudulent/security incident. This individual will have the authority necessary to investigate and resolve as appropriate to the complaint, technical issue or fraudulent/Security incident identified. We will also include a copy of this Policy.
Investigating and resolving your complaint or Report
5.3. We will investigate, consistently and promptly, determining whether the subject matter of the complaint or the Report requires remedial action and/or redress. We will set out our conclusions in a final response to you.
5.4. If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide the compensation to you.
Our timetable for responding to you
5.5. Once we have acknowledged your complaint, technical issues or fraudulent/ security incidents we will keep you informed of our progress.
5.6. Within 15 (fifteen) business days of us receiving your complaint we will send you either a final response or a written response which:
5.6.1. Explains why we are not in a position to make a final response to you and when we might be expected to provide one,
5.6.2. Informs you whether you are now entitled to refer the complaint to the FOS, and if so
5.6.3. Encloses a copy of the FOS standard explanatory leaflet.
6. FINANCIAL OMBUDSMAN SERVICE (FOS)
6.1. If you are an eligible complainant, you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint with us. Your rights are set out in the FOS leaflet “Your Complaint and the Ombudsman” which we will provide to you as under this Policy.
6.2. Please remember that if you wish to refer a complaint to the FOS, you must do so within 6 (six) months of receiving our final response. You should allow us to complete our internal complaints procedure before you refer your concerns to FOS.
7. CLOSING COMPLAINTS AND REPORTS
7.1. We will regard your complaint or Report as closed in the following circumstances:
7.1.1. Once we have sent you a final response, or
7.1.2. Where you have told us in writing that you accept an earlier response that we have sent to you, or
7.1.3. If you have referred your complaint to FOS, when FOS informs us in writing that the complaint has been closed (this is applicable only to complaints).
7.2. We are committed to ensuring that all complaints and Reports received are handled fairly, consistently and promptly and that we identify and remedy any recurring or systematic problems, as well as any specific problems identified. We will continue to do all we can to learn from the received complaints, technical issues or fraudulent/security incidents received to improve our level of service to you in the future.
If you have any questions about the process or any other support related queries, please contact us at email@example.com, firstname.lastname@example.org or via Skype “Payoma.Support” we are always happy to assist.
The definitions used in this Policy have the meaning as follows:
9.1. FCA – Financial Conduct Authority of the United Kingdom.
9.2. FOS – Financial Ombudsman Service of the United Kingdom.
9.3. Payoma – Payoma Limited, English company incorporated under company number 09016606, having its registered office at Level 18 40 Bank Street, London, E14 5NR, United Kingdom.
9.4. Policy – this Complaints Policy.
9.5. Report – report on any technical issues or fraudulent/security incidents.
9.6. We, us, our – Payoma.
9.7. You, your – you as our client or any other person, that is filing, has filed or intends to file a complaint with us.