Complaints policy
Introduction
VoicePay has been issued with a small e-money issuers certificate and is regulated for the provision of payment services by the Financial Services Authority under the provisions of the UK Financial Services and Markets Act (2000).
This document explains how you can make a comment or raise a complaint against any aspect of the VoicePay service.
VoicePay is committed to providing a high standard of service to all users on every occasion. Occasionally, however we may not live up to your expectations.
If you have a complaint about any aspect of VoicePay’s service then we would like to hear from you. You can contact us by e-mail at : complaints@voicepay.com.
Your first point of contact should be with VoicePay Customer Service who will listen to your complaint and work with you to resolve it. VoicePay has established an internal complaints procedure to make sure that your complaint is handled efficiently. Contact details are provided at the end of this document.
VoicePay takes your comments seriously. They allow us to improve our service to you and help us improve our products and services to all users. If you think that we could have served you better then please let us know.
Information you need to give us
To make sure that your complaint can be investigated and resolved as quickly as possible, please make sure you give us the following information:
- Your name, address and account number
- A clear description of your concern or complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents (for example emails sent by or to you)
- An email address and a daytime telephone number where we can contact you.
VoicePay will work with you to try to resolve your complaint immediately. We need to understand exactly what the problem is - the more information you can give us the better.
What VoicePay will do
Sometimes we will not be able to resolve your complaint or concern immediately. If we cannot and if we have not already contacted with our proposal for resolving it, we will:
- Acknowledge your complaint by email within 5 working days.
- Let you know who will handle your complaint, and how you can contact them.
If your complaint is complicated it could take longer to resolve. If this is the case we will keep you informed of progress as we continue our investigations. We will aim to resolve your complaint within four weeks. However, if we cannot do this, we will email you an update at that time to explain the status, and to let you know when we expect to resolve your complaint. When we believe that we have resolved your complaint, we will email you with details of the actions we are proposing, or have taken. VoicePay tries to resolve all complaints as quickly as possible, and to the satisfaction of our customers. If you are not satisfied with the outcome of your complaint then you should get in touch directly with the person who has handled it. They will agree with you what next steps can be taken.
VoicePay Complaints Procedures
If you would like a copy of VoicePay’s Internal Complaints Handling Procedures then please request a copy from complaints@voicepay.com
Financial Ombudsman Service
If, at the end of the VoicePay procedures you are still unhappy then you can request a review from the UK’s Financial Ombudsman Service (FOS). The Financial Services Authority (FSA) has established the Financial Ombudsman Service to perform independent reviews on any eligible complaints made by users which VoicePay is unable to resolve to the users’ satisfaction.
If necessary VoicePay will confirm your eligibility to refer your complaint to the Financial Ombudsman Service. We will also provide you with the relevant contact details. If you want to you can obtain a copy of the Financial Ombudsman Service explanatory leaflet or contact the Financial Ombudsman Service directly at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: + 44 (0)845 080 1800
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Contact us
If you have any questions
If you have any questions then please contact VoicePay Customer Services.
Customer service is available between 9am and 5pm; Monday to Friday via email at complaints@voicepay.com
If you want to make a complaint
If you wish to make a complaint please make sure that you provide as much detail as possible and contact Voice Commerce Ltd directly:
By letter at:
Complaints
Voice Commerce Ltd.
Quern House
Mill Court
Great Shelford
United Kingdom
CB22 5LD
By E-mail at:
complaints@voicepay.com