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. Please note that if you are not eligible complainant your claim will not be reviewed by Complaint Team. Instead it will be treated by our Client Support Team that will help you by guiding to whom you should refer. Therefore, 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. Once we have received a claim from you, we will register and forward it to our Complaint Team for review. You will get notification of your claim to be received and registered. If your claim will classify as complaint, then appropriate member of staff will start investigation. If, however, your claim will not classify as complaint Customer Support Team will guide you of your further actions.
5.2. In the event that the Complaint Manager is involved in the subject matter of the complaint or the Report we will promptly acknowledge you in writing via email. The Complaint Manager will have the authority necessary to investigate and resolve as appropriate to the complaint, technical issue or fraudulent/Security incident identified.
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 or includes a link to the FOS standard explanatory leaflet on the official website of the FOS.
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.