EntroPay Complaints Handling Policy

Last modified: Twenty-fourth November 2014 (30/10/2014 - UK date format)

Introduction

This policy sets out the procedure for handling complaints about the Service.

The Provider ("we", "us" or "our") will follow the procedure set out in this policy in dealing with your complaints. We will only follow the time limits set out here if you are a Consumer or a Micro-Enterprise and your complaint is about a Payment Transaction. In all other cases we will try to deal with your complaint within a time period appropriate to the relevant factors and complexity of your complaint.

Terms not expressly defined in the complaints handling procedure are defined in the main Agreement between the provider and yourself.

Our Approach

We will:

We will (taking into account all relevant factors):

 

How to Complain to Us

If you have a complaint or are unhappy about the Service, you should, in the first instance, contact us and we will endeavour to resolve any problems as quickly as possible.

We recommend that if you have a complaint that you do so by e-mail to the E-mail address support@entropay.com. Alternatively you may submit your complaint to us by post) to the address: Ixaris Systems Limited, 10 Midford Place, London, W1T 5AE, United Kingdom. You must provide us with your name, address, e-mail address, the details of the Payment Transaction in question and a summary of your complaint.

 

Initial Response

We will respond to your complaint by the end of the next Business Day. In this response we will acknowledge our receipt of your complaint and we will confirm that we are dealing with the matter.

A complaint sent by you to us by e-mail will be deemed to have been received on the day it is sent, provided it is sent on a Business Day before 17:30 (GMT), if the email is sent after 17.30 or on a non-Business day we will be deemed to have received the complaint the next Business Day.

A complaint sent by you to us by post will be deemed to be received by us on the day that we receive it.

 

Final Response

Within four weeks of receiving your complaint we shall provide a final written response. In this response we will:

 

Complaint Escalation and arbitration

If having exhausted the complaints procedure you remain unhappy; we will

If we receive a complaint that is outside the time period for a referral to the FOS, we will in the final written response inform you that the complaint is outside the time period for consideration by the FOS and that in accordance with financial regulations we have rejected the complaint.

However, we will cooperate fully with the FOS and comply promptly with any settlements or awards made by them.