nexpay Complaint Handling Process

Wed 5th Jun 2019

1. Purpose

This policy is intended to ensure that we handle complaints fairly, efficiently and effectively.
While nexpay strive to provide an immaculate service, we understand issues can inevitably occur.

Our complaint management process is intended to;
Enable us to capture pertinent information, understand and respond to issues raised by customers making complaints

Provide a process to utilize said pertinent information to implement quality improvements where relevant in our products, services, staff and complaint handling.

This policy outlines standards and principles set for nexpay’s staff to adhere to regarding our complaint management process.

2. Scope

This policy applies to all nexpay merchant services ltd staff managing complaints raised by nexpay clients in relation to services provided by nexpay and/or partner supplier companies.

3. Definition

‘Complaint’

An expression of dissatisfaction made to or about us, our service, staff or relevant supplier products.

4. Guiding Principles

Step 1. Facilitate Complaints

Step 2. Response

Step 3. Management of Parties

4.1 Facilitate Complaints

We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, products and complaint handling.
Any concerns raised in feedback or complaints will be dealt with within a reasonable time frame.
We endeavor to respond to any complaint within 24 working hours.

People making complaints will be:
provided with information about our complaint handling process
provided with multiples and accessible ways to make complaints
listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and
provided with reasons for our decision/s and any options for redress or review.

Complaints can be raised or received in a variety of ways including written, verbal and face to face and where possible anonymous complaints will be investigated and carried out where there is enough information provided.

4.2 Response

Where possible, complaints will be resolved at first point of contact with the customer.

We will promptly acknowledge receipt of complaints. We will assess and prioritize complaints in accordance with the urgency and/or seriousness of the issues raised. We are committed to managing people’s expectations, and will inform them as soon as possible of the following:

- The complaints process
- The expected time frames for our actions
- The progress of the complaint and reasons for any delay
- Their likely involvement in the process, and the possible or likely outcome of their complaint.

We will advise people as soon as possible when we are unable to deal with any part of their complaint and provide advice about where such issues and/or complaints may be directed (if known and appropriate).
We will also advise people as soon as possible when we are unable to meet our time frames for responding to their complaint and the reason for our delay.

We will address each complaint with integrity and in an equitable, objective and unbiased manner.
We will ensure that the person handling a complaint is different from any staff member whose conduct or service is being complained about.
Conflicts of interests, whether actual or perceived, will be managed responsibly. Internal reviews of how a complaint was managed will be conducted by a person other than the original decision maker.

Our staff are empowered to resolve complaints promptly and with as little formality as possible. We will adopt flexible approaches to service delivery and problem solving to enhance accessibility for people making complaints and/or their representatives.
We will assess each complaint on its merits and involve people making complaints and/or their representative in the process as far as possible.

We will protect the identity of people making complaints where this is practical and appropriate.

Personal information that identifies individuals will only be disclosed or used by the customer as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.

4.3 Management of Parties

Where a complaint involves multiple organisations, we will work with the other organisation/s where possible, to ensure that communication with the person making a complaint and/or their representative is clear and coordinated. Subject to privacy and confidentiality considerations, communication and information sharing between the parties will also be organised to facilitate a timely response to the complaint.

Where a complaint involves multiple areas within our organisation, responsibility for communicating with the person making the complaint and/or their representative will also be coordinated.

We take complaints not only about the actions of our staff but also the actions of service providers.

5. Process

Receipt > Acknowledge > Investigation > Response) Optional redress / close complaint

Nexpay maintain a policy of holding the customer at the heart of everything we do whilst also referring to FCA guidelines and treating customers fairly (TCF) principles. When responding to complaints, staff should act in accordance with (And are held accountable for) our complaint handling procedures as well as any other internal documents providing guidance on the management of complaints.

5.1 Receipt

Unless the complaint is resolved at the outset, we will record the complaint and any supporting information on the companies CRM.

5.2 Acknowledge

We will endeavor to provide acknowledgement of each complaint by providing an email response within 24 working hours. In instances where there is an issue with a partner or supplier, we will re-direct to raise initially direct for the quickest resolution, if a complaint has already been made direct, nexpay will treat the complaint as an escalation for us to pursue and raise further with the partner/supplier.

5.3 Investigation

An initial review will take place to understand if the issue Is within nexpay control or outside of.

When determining how a complaint will be managed, we will consider:
- How serious, complicated or urgent the complaint is
- How the person making the complaint is being affected
- The risks involved if resolution of the complaint is delayed, and
- Whether a resolution requires the involvement of other organisations.
- Whether the complaint requires escalation

After assessing the complaint, we will consider how to manage it. To manage a complaint, we may:

- Give the person making a complaint information or an explanation
- Gather information from the product, person or area that the complaint is about, or
- Investigate the claims made in the complaint.

We will keep the person making the complaint up to date on our progress, particularly if there are any delays. We will also communicate the outcome of the complaint using the most appropriate medium. Which actions we decide to take will be tailored to each case and consider any statutory requirements.

5.4 Response

Following consideration of the complaint and any investigation into the issues raised, we will contact the person making the complaint and advise them:

- The outcome of the complaint and any action we took
- The reason/s for our decision
- The remedy or resolution/s that we have proposed or put in place, and

Any options for review that may be available to the complainant, such as an internal review, external review or appeal.

5.5 Options Redress / Close complaint

We will keep comprehensive records about:
- How we managed the complaint
- The outcome/s of the complaint (including whether it or any aspect of it was substantiated, any recommendations made to address problems identified and any decisions made on those recommendations, and
- Any outstanding actions that need to be followed up.

We will ensure that outcomes are properly implemented, monitored and reported to the complaint handling manager and/or senior management.
In the first instance, any issues can be raised with the direct supplier.

Our aim is to resolve any issue as swiftly as possible however there can be occasions where technical investigations require time. For these instances we set ourselves a response time frame of 2 working days. In instances where we cannot initially fully resolve, we will provide an update every 5 working days until a resolution is achieved.

6. Continuous Improvement

We are committed to improving the effectiveness and efficiency of our complaint management system. To this end, we will:

- Support the making and appropriate resolution of complaints
- Implement best practices in complaint handling
- Implement appropriate system changes arising out of our analysis of complaints data and continual monitoring of the system.

[email protected] 0333 305 2270