We aim to treat our customers fairly and want you to be satisfied with the service we provide.
1) Our commitment to you
ArcaPay strives to provide a fast, efficient and friendly service to all our customers. We believe that we are here to provide you with superior service, and we aim to ensure that our customers are completely satisfied with the service they receive at all times.
If at any time we do not measure up to these standards or we have given you cause for dissatisfaction, please tell us about your experience. We can assure you that we will listen sympathetically and do our best to resolve any issue or misunderstanding promptly and in a manner that is both fair and effective.
2) Tell us if you are not happy with our service
The following are ways to tell us that you’re not happy with any aspect of our service:
| a) | If possible, immediately raise any issue with a member of our staff. Explain the nature of your problem. They will do their best to help you and will refer your issue to an appropriate person who will attempt to resolve it immediately. If this is not possible, they will document the details of the problem and arrange for you to be contacted by an appropriate Manager. |
| b) | If it is inappropriate or impractical to raise your problem with a staff member then you may wish to raise a complaint and to contact the Complaints Team direct. Contact may be made by any means you find to be convenient. Please make sure that you provide us the date, name and surname, or entity name, address details and fully explain the nature of your complaint and we will strive to resolve it as soon as possible. Contact details for the Complaints Team are as follows: |
| i) | Telephone – +44 (0)333 090 7685 |
| ii) | Email – [email protected] |
| iii) | Post – 35-37 Ludgate Hill, Office 7, London, EC4M 7JN, United Kingdom. |
3) How the Complaint Process works
Once you have made a complaint and it’s been received by us, we’ll immediately confirm this by email, and we will start a complaint handling procedure which will take the following course:
| a) | Within 3 (“Three”) business days we will contact you by e-mail:
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| b) | If it is possible for us to provide a final response within the initial e-mail then we will do so, if not the email will either:
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| c) | If we have not given you a final response within 15 (“Fifteen”) business days of receiving your complaint we will contact you by e-mail:
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| d) | If after a period of 35 (“thirty five”) business days) from receipt of your complaint we are still unable to give a final response, we will contact you by e-mail:
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| e) | In any instance where we have requested additional information or documentation, and this is not returned within one week then the time in excess of one week (five business days) taken for reply will not be included in calculating the timescales referred to above. |
| f) | Final Response - At whatever stage it is issued our Final Response letter will either:
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| g) | Additionally the letter will:
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4) Financial Ombudsman Service
If at the conclusion of the ArcaPay Complaints Procedures, or at any time within 6 months of that date, you are unhappy with the outcome you can make a complaint directly to UK’s Financial Ombudsman Service if you .
You can access their website at http://www.financial-ombudsman.org.uk/. Here you will be able to find out what this service can do for you and how to contact them with a complaint.
If you want to you can obtain a copy of the Financial Ombudsman Service explanatory leaflet or contact the Service directly at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone:
Email: [email protected]
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© ArcaPay 2011-2023
ArcaPay Ltd is authorised by the Financial Conduct Authority as an Authorised Payment Institution (670226) and registered with HM Revenue & Customs as a licensed money transmitter under the Money Laundering Regulations 2017 (XBML00000150442). ArcaPay UAB is authorised by the Bank of Lithuania as a Payment Institution under the Payment Services Regulations (LB002070).
