We are committed to treating our customers fairly and to putting things right when they go wrong. This Policy explains how to raise a complaint with ECardPay, how we handle complaints, and what you can do if you remain dissatisfied with our response.
1. Our commitment
We take all complaints seriously and aim to handle them promptly, fairly and consistently. A complaint is any expression of dissatisfaction about the services, and you will not be treated any less favourably for raising one. We use the feedback from complaints to identify and fix problems and to improve our services.
2. How to raise a complaint
You can raise a complaint through the in-app support channel or by emailing hello@ecardpay.com. To help us investigate quickly, please include the following where you can:
- the email address associated with your Account;
- a clear description of what went wrong and how it has affected you;
- the relevant dates and, where applicable, transaction amounts and references; and
- what you would like us to do to put things right.
3. Acknowledgement
We will acknowledge your complaint within two business days of receiving it. Our acknowledgement will confirm that we have your complaint and let you know who is dealing with it or how it will be handled.
4. Investigation and resolution
We will investigate your complaint fairly and thoroughly, looking at the relevant information and, where necessary, coordinating with the Partner involved. We aim to resolve complaints and provide a final response within 15 business days of receiving them.
In more complex cases, or where we need information from a Partner, an investigation may take longer. Where this happens, we will keep you updated on our progress and aim to provide a final response within 35 business days at the latest.
5. What our final response includes
Our final response will set out the outcome of our investigation, explain our decision and the reasons for it, and, where we agree that something went wrong, tell you what we will do to put it right. Where we do not uphold your complaint, we will explain why and let you know your options if you remain dissatisfied.
6. If you remain dissatisfied
If you are not satisfied with our final response, or with how we have handled your complaint, you may have the right to escalate the matter. The escalation route available to you depends on your jurisdiction and on the Partner involved in the service you are complaining about.
Where a complaint concerns a regulated service provided through a Partner, an external dispute-resolution or ombudsman scheme relating to that Partner may be available to you. We will, where appropriate, tell you in our final response which route applies to your situation.
7. Complaints about partners
Some services are delivered through our card-issuing, banking and payment partners. Where your complaint relates to a service provided by a Partner, we will coordinate with the relevant Partner to investigate and resolve it, and we will keep you informed. In some cases the Partner may need to respond directly, and we will help facilitate that.
8. Record keeping and learning from complaints
We keep records of the complaints we receive and how we resolve them, in accordance with our legal and regulatory obligations. We review complaints regularly to identify trends and root causes, so that we can improve our services and prevent similar issues from happening again.