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Complaints policy

1. INTRODUCTION

OPAY HOLDING LIMITED is registered with Companies House in the UK under Company Number 11921832 and the registered office is Ground Floor, 4 Victoria Square, St Albans, Hertfordshire, United Kingdom, AL1 3TF.

OPAY HOLDING LIMITED is regulated by the Financial Conduct Authority (FCA) with Firm Reference Number 900637, as an Authorised Electronic Money Institution (EMI) providing payment services. As such we’re required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to the services we provide.

This Policy outlines how we handle any complaints that we receive and complies with our regulatory requirements.

2. HOW TO MAKE A COMPLAINT

If you are a client of OPAY HOLDING LIMITED, we would encourage you first to speak to your Account Manager either by calling her/him or by sending him/her an email in an attempt to resolve your issue.

However, if that is not successful or if your complaint involves your Account Manager, please email us at complaints@exactly.net and our Complaints Officer will contact you directly.

3. WHAT HAPPENS NEXT

Your complaint will be logged in our system and a designated OPAY HOLDING LIMITED team member will be allocated to handling your matter.

We would like to assure you that the team member handling your complaint will be an experienced member of staff and, where appropriate, someone who was not directly involved in the matter about which you are raising a complaint. They will have the authority to settle your complaint or will have access to someone who has such authority.

4. STEPS TOWARDS RESOLVING YOUR COMPLAINT
  • Step 1

    The designated team member will acknowledge receipt of your complaint, either by post or by email, within 5 business days.

  • Step 2

    We will carry out a thorough investigation into your complaint and you should get a response and an explanation.

  • Step 3

    If you are not happy with our response, you are invited to provide your comments particularly if we have omitted something that you consider of relevance to the matter.

  • Step 4

    OPAY HOLDING LIMITED will provide you with a final response of the initial complaint, confirming our position on your complaint and setting out our conclusions.

  • Step 5

    If you are not happy with our final resolution you can refer your complaint to the Financial Ombudsman Service.

5. INTERNAL RELATED DOCUMENTS

We aim to resolve your complaint and issue our final conclusions within 15 business days of receiving your complaint.

However, in exceptional circumstances, if we cannot give you a final response within that time period, we will contact you to let you know why not and to confirm when you can expect to receive a substantive response from us.

In any event, we will send you a final response within 35 business days of receiving your complaint.

6. WHAT HAPPENS IF YOU ARE NOT SATISFIED WITH OUR RESPONSE

If you remain dissatisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS). Although this service is free of charge, there are a number of conditions you should be aware of:

You must contact them within 6 months of the date of our final response. If you do not, the FOS will not have our permission to consider your complaint and will only be able to do so in exceptional circumstances.

The FOS only handles complaints raised by eligible complainants, please find out more here: https://www.financial-ombudsman.org.uk/consumers/expect/who-we-can-help

The FOS will only consider complaints about regulated products and services.

To contact the Financial Ombudsman Service, a complainant is advised to write or telephone or email their situation to:

Financial Ombudsman Service
Exchange Tower,
London,
E14 9SR,
Telephone No.: 08000234567,
Website: www.financial-ombudsman.org.uk

7. COMPLAINT RECORDS

Our regulator, the FCA, obliges us to keep a record of each complaint received and the measures taken for its resolution. We retain these records for a minimum of 3 years from the date the complaint was received.

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