My EU Pay Ltd’s complaint policy and procedure has been created to meet general standards and requirements and complies with standard complaint handling procedures, including the Financial Ombudsman Service (FOS) regulations.
The aim of this policy is to ensure that all customer complaints, either written or verbal, are handled in a consistent and regulated manner and that further complaint incidents are mitigated and where possible, prevented. Where a customer has cause to complain, the complaints handling procedure will be followed in every instance and a record will be made of the complaint nature and details to help improve our services and reduce the occurrence of similar complaints.
My EU Pay adopts the following definition of a complaint for the purposes of this policy and as it appears in the Glossary to the FCA Handbook “any oral or written expression of dissatisfaction whether justified or not from, or on behalf of, a person about the provision of, or failure to provide, a financial service, a claims management service or a redress determination which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience”.
Negative feedback not requiring a resolution or a formal investigation do not constitute a complaint, although My EU Pay values and welcomes all feedback.
For the purposes of this policy, a complainant is a user of My EU Pay’s services.
My EU Pay will not accept complaints pertaining to relations between users or between a user and a third party. This policy only covers complaints pertaining to the lack of or poor execution of a payment services carried out by My EU Pay.
All complaints received by My EU Pay will be considered and responded to, regardless of how they are raised or what they refer to.
The Financial Ombudsman Service in the UK sets up time limits for referral of complaints. Any complaint made outside of those timelines will be automatically rejected and answered to with an email explaining the rationale for the rejection.
The time limits to raise a complaint with My EU Pay are as follows:
Additionally, complainants are expected to complain to the FOS within six (6) months of receiving My EU Pay’s final response. Unless the complainants can show exceptional circumstances justifying the delay, any complaints made after this timeframe will be rejected by My EU Pay.
To lodge a complaint, complainants must contact My EU Pay either by email at firstname.lastname@example.org or by phone calling My EU Pay’s 24/7 customer support phone number: +44 (0)300 030 7777.
At the request of the complainant, My EU Pay will provide a PDF copy of its complaint handling procedure policy.
My EU Pay will consider all complaints and the process will happen as follows:
All responses will always be provided in writing, unless the complainant makes a specific interest for an alternate form of communication, which will be provided in addition to the written format.
If My EU Pay comes to the conclusion that another party is responsible for the issue resulting in the complaint, the complainant will be redirected to the relevant party.
Upon receipt of a complaint, My EU Pay will endeavour to:
The final letter from My EU Pay will contain My EU Pay’s findings further to the investigation and any decision regarding any action(s) to be taken or compensation awarded, which could be:
Details of the complainant’s right to refer to or lodge the complaint with the appropriate body should the complainant be unhappy with My EU Pay’s final decision. The relevant bodies are:
The complainant will be provided with the options for taking the matter further and that they have 6 months to log the complaint with the FOS.
My EU Pay will keep a record of all complaints and relevant data associated with them for a minimum of five (5) years after the resolution of the complaint.