Complaints Procedure

1. Introduction

We are committed to providing a high-quality service to all our customers and working in an open and accountable way that builds trust and respect. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.

Therefore we aim to ensure that:

• Making a complaint is as easy as possible
• We welcome compliments, feedback and suggestions
• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• We deal with it promptly, politely and, when appropriate, confidentially
• We respond in the right way — for example, with an explanation, or an apology where we have got things wrong, or information on any action taken
• We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

2. Aims

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

• Resolve informal concerns quickly, effectively and in a fair and honest way
• Take all complaints seriously and use valuable information from investigating to help us improve our service
• Enable mediation between the complainant and the individual to whom the complaint has been referred

3. How You Can Make a Complaint

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the Partner or Merchant should be advised that a formal complaint may be made, and the following procedure should be explained to them.

• Email us at support@stringspay.com, or send a written complaint by post to M World Business Solutions Ltd, Unit 3, Green Farm, Abbots Ripton, Huntingdon, PE28 2PF. Alternatively, you can telephone us on 01487 808990 but please be aware we may ask you to provide further details in writing.
• All complaints will be logged on the StringsPay online portal support ticket system. We will acknowledge a complaint by email within 5 working days and keep you informed about the progress of the investigation.
• In the event of a complaint about the Partner Relationship Manager, this must be passed on to the Director, Warren Whitfield.
• The Customer Relations Team will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
• We aim to have all complaints completed within 15 working days from the date of email acknowledgement. If this is not possible, we will issue a holding letter or email explaining why, with a view to resolve the complaint by day 35.

4. Time Limits

You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

5. If You Are Dissatisfied with the Outcome

At this stage, if you are still not satisfied, you should contact us again and we will arrange for a director who has not had any dealings with your matter to review the initial decision. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

6. If You Are Still Dissatisfied

You can refer this matter to a certified Alternative Dispute Resolution (ADR) provider, and we will be happy to work with this provider to find a resolution.

7. Contact Information

To make a complaint or for any queries, contact us: