Complaint Handling Procedures

What happens on receipt of a complaint:

Every complaint received is logged, given a unique reference number (this ensures that all complaints received are recorded and tracked), then forwarded to and dealt with by our complaints section within Remitm Limited.

Customers making complaints must provide their name, contact details together with an outline of the complaint in order to enable us to investigate the complaint. They will also be given the option of having someone respond to them directly or not.

Complaints where the customer has requested a response will be responded to within the timescales set out below. In the case of complaints concerning emergency situations, the relevant actions will be taken immediately and the customer be notified as soon as possible. All reasonable efforts will be made to resolve complaints as quickly as possible.

To assist our customers, the timescales below applies to our complaint procedure.

Immediately – We will work to resolve your complaint as quickly as possible and will send you a Summary Resolution Communication for complaints resolved within 3 business days of receipt of your complaint.

5 Business Days – If we are unable to resolve your complaint straight away, we will begin our detailed investigations on your complaint and provide you with a formal acknowledgement within 5 business days, along with an estimated timeframe for resolution.

15 Business Days – In most cases, we will be in a position to resolve your complaint within

15 business days, providing you with the results of our investigation and decision through a written final response. In exceptional circumstances we will send you a holding reply specifying the deadline by which we will respond. This will not be longer than 35 business days from the date of your initial complaint.

35 Business Days – As detailed above, in exceptional circumstances, we will provide our final response by no later than 35 business days after receipt of your complaint.

It is important when making a complaint:

• Provide your name and contact details. Anonymous complaints will not be investigated but will be recorded and referred to the appropriate section for information and noting only.
• Provide all relevant information to enable the complaint to be investigated properly. A lack of details may limit our ability to investigate your complaint

thoroughly.

• Note the complaint reference number, so that you can quote this number when making any follow up contact regarding your complaint.
• Treat staff members of Remitm Limited with courtesy and respect. Abusive language, discriminatory remarks and threatening behaviour will not be tolerated.

What happens if you are not satisfied with the response?

We aim to resolve all complaints fairly and promptly. However, if you are dissatisfied with our suggested final resolution, or if over 35 business days have passed since you first brought your complaint to our attention, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS will only deal with

your complaint once you tried to resolve it with us, so please first raise your concerns with us and we’ll do all we can to help.

If you would like the FOS to look into your complaint, you must contact them within six months of the date of our final response.

You can write to them at:

• The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR
• Phone: 0800 023 4567.
• E-mail: complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk

Financial Ombudsman Service will only deal with complaints about problems that occurred within the UK or acts and omission by the FCA authorised payment service provider within the EEA. If you have a complaint about problems that occurred outside the UK and/or acts and omission by a non-FCA authorised entity. You may also have the right to refer your complaint to the local ombudsman where the problem occurred and follow the local out of court and redress procedures to register your complaint. Further information can be found on the website of the European consumer financial complaints network at  https://ec.europa.eu

You also have the right to refer your complaint to the EU-Commission’s internet platform for resolution of disputes (ODR Platform). The ODR platform allows both customers and business seeking out-of-court resolutions for disputes to online contracts for the sale of goods or services. You can access the platform via the following link https://ec.europa.eu/consumers/odr/main/index.cfm.