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Complaints Policy

Complaints Policy

Policy statement

As an authorised payment institution, ECOMMPAY LIMITED (hereinafter – ECommPay) fully accepts its responsibility to treat complainants fairly. It is the policy of ECommPay to respond to customer complaints as quickly as possible and to take each complaint seriously.

Aims of Complaints Policy

ECommPay is committed to delivering an efficient and professional service. ECommPay aims to provide prompt, courteous, helpful, open and informative advice in response to every approach made by a member of the public.
Any customer or potential customer has the right to complain about ECommPay payment service and/or product.
ECommPay recognises their obligation to resolve any complaint related to payment services within 15 (fifteen) business days or, in exceptional circumstances, where ECommPay cannot send a final response within this period of time, for reasons beyond the control of ECommPay, within 35 (thirty-five) business days after the receipt of the respective complaint. For any other complaints, ECommPay must resolve a complaint within 8 (eight) weeks.
If ECommPay is unable to provide final response to a payment services complaint within 15 (fifteen) business days, a written response will be sent to the complainant explaining why ECommPay is not in a position to make a final response and indicate when such response will be provided.

Making a complaint

If the customer or a potential customer has a complaint regarding any of the payment service and/or product provided by ECommPay, they are advised to contact ECommPay by using e-mail address: complaints@ecommpay.com.
At this stage, the complaints will normally be directed to the member of staff with whom they have been dealing or to the Customer Service.


When the Customer Service representative receives a complaint, a written acknowledgement to complainant will be provided within 5 (five) business days starting from the day the complaint was received (business days are Mon-Fri, excluding bank holidays).

Initial Response

The policy of ECommPay is to provide the customer with a comprehensive and satisfactory reply in the shortest time possible. However, when the complaint requires an internal investigation and/or additional information should be collected, ECommPay is entitled to send the complainant questions/ request for any additional information. Initial Response should contain information providing full account of the planned investigation activities, and, if appropriate, an offer of redress.
If the complainant is not completely satisfied with Customer Service resolution, he/she is advised to file a Formal Complaint.
Initial response can be considered as FINAL RESPONSE if the complainant is satisfied with the provided answer.

Holding Response

If, for whatever reason, ECommPay has been unable to conclude the investigation and provide a Final Response to the complaint, then a Holding Response will be issued.
The purpose of this Holding Response is to inform the complainant of the reasons why ECommPay has been unable to and at present cannot provide a Final Response and to provide further indication on what is happening with the complaint, as well as to provide an indication of when the complainant can expect to receive ECommPay’s next response.

Final Response

Subject to the set time-limit requirements, ECommPay provides a final response once the investigation is completed.
ECommPay will write to the complainant and offer a summary outcome.
Where appropriate, it may also include a final offer of redress. The response will be marked clearly as the “final response”.

Ultimate Redress

If ECommPay cannot resolve complaint after contacting all parties, a complainant may contact the Financial Ombudsman Service if the complaint has not been resolved to the complainant’s satisfaction or, if the offer of redress is considered insufficient or inappropriate. To contact the Financial Ombudsman Service, a complainant is advised to write or telephone or email their situation to:

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

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