TERMS & POLICES
COMPLAINTS HANDLING PROCESS & POLICY
Effective Date:
December 2024
1. Introduction
At Olympus Pay Limited, we are committed to providing excellent customer service and ensuring that any concerns or complaints are handled fairly, promptly, and transparently. This Complaints Handling Process and Policy outlines the steps customers can take to raise complaints and how we will respond.
2. How to Submit a Complaint
If you are dissatisfied with any aspect of our services, you can submit a complaint through the following channels:
Email:
complaints@olympuspay.co
Mail:
Complaints Department,
Olympus Pay Limited,
14/2E Docklands Business Centre,
10-16 Tiller Road, London,
United Kingdom, E14 8PX
Online Form:
Available on our website under the ‘Support’ section
Please provide as much detail as possible, including:
· Your full name and contact details
· A clear description of the complaint
· Any relevant supporting documents
· Your desired resolution (if applicable)
3. Acknowledgment and Response Times
We will acknowledge your complaint within 5 business days of receipt. We aim to provide a final response within 15 business days.If further investigation is required, we will inform you and provide a final response within 35 business days.
4. How We Handle Complaints
· Upon receiving your complaint, we will:
· Assign a case reference number.
· Investigate the issue thoroughly and fairly.
· Keep you informed of progress at every stage.
· Provide a clear and reasoned outcome.
· Offer a suitable resolution where applicable.
5. Escalation Process
If you are not satisfied with our final response, you may escalate the matter to an external body:
For UK Customers:
You can refer your complaint to the Financial Ombudsman Service
(FOS): Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Mail: Financial Ombudsman Service, Exchange Tower, London, United Kingdom, E14 9SR
6. Customer Rights and Responsibilities
· Customers have the right to a fair and impartial complaint process.
· Olympus Pay commits to handling complaints with confidentiality and professionalism.
· Customers should provide accurate and complete information for effective resolution.
7. Continuous Improvement
We continuously review complaints data to identify trends and improve our services. Feedback from complaints helps us enhance our customer experience and service delivery.
8. Contact Us
For any further inquiries regarding our Complaints Handling Policy, please reach out to us at complaints@olympuspay.co.
December 2024
1. Introduction
At Olympus Pay Limited, we are committed to providing excellent customer service and ensuring that any concerns or complaints are handled fairly, promptly, and transparently. This Complaints Handling Process and Policy outlines the steps customers can take to raise complaints and how we will respond.
2. How to Submit a Complaint
If you are dissatisfied with any aspect of our services, you can submit a complaint through the following channels:
Email:
complaints@olympuspay.co
Mail:
Complaints Department,
Olympus Pay Limited,
14/2E Docklands Business Centre,
10-16 Tiller Road, London,
United Kingdom, E14 8PX
Online Form:
Available on our website under the ‘Support’ section
Please provide as much detail as possible, including:
· Your full name and contact details
· A clear description of the complaint
· Any relevant supporting documents
· Your desired resolution (if applicable)
3. Acknowledgment and Response Times
We will acknowledge your complaint within 5 business days of receipt. We aim to provide a final response within 15 business days.If further investigation is required, we will inform you and provide a final response within 35 business days.
4. How We Handle Complaints
· Upon receiving your complaint, we will:
· Assign a case reference number.
· Investigate the issue thoroughly and fairly.
· Keep you informed of progress at every stage.
· Provide a clear and reasoned outcome.
· Offer a suitable resolution where applicable.
5. Escalation Process
If you are not satisfied with our final response, you may escalate the matter to an external body:
For UK Customers:
You can refer your complaint to the Financial Ombudsman Service
(FOS): Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Mail: Financial Ombudsman Service, Exchange Tower, London, United Kingdom, E14 9SR
6. Customer Rights and Responsibilities
· Customers have the right to a fair and impartial complaint process.
· Olympus Pay commits to handling complaints with confidentiality and professionalism.
· Customers should provide accurate and complete information for effective resolution.
7. Continuous Improvement
We continuously review complaints data to identify trends and improve our services. Feedback from complaints helps us enhance our customer experience and service delivery.
8. Contact Us
For any further inquiries regarding our Complaints Handling Policy, please reach out to us at complaints@olympuspay.co.
