Última atualização: 16.02.2018

Customer Complaints Policy Of ePayments Systems Limited

  • Epayments Systems Limited (EPS) is committed to delivering an efficient and professional service. At EPS we aim to be prompt, courteous, helpful, open and informative to all of our customers.

    If at any time we fall short of these of standards we would like you to tell us about your experience, so that we can resolve any issues for you and so we can learn from what didn’t go well.

    If you have complaint about any of the services provided by EPS that you would like to be resolved, please contact us immediately by:

    Please give us as much information as possible so that we can investigate your complaint as quickly as possible.

  • Resolving your concerns

    It is the policy of EPS to provide you with a comprehensive and satisfactory reply in the shortest time possible. However, when the complaint requires an internal investigation, it may take up to 3 (three) working days to reply.

    Complaints at this stage will normally be directed to the member of staff with whom you have been dealing or, if that is not appropriate, a Customer Support Manager.

    If you are not completely satisfied with our response to your complaint, or we are unable to provide you with a response within 3 working days, your complaint, and any available information, will be escalated to the Chief Compliance Officer as a formal complaint.

  • Formal complaint process

    This is what will happen when the Chief Compliance Officer receives your complaint:

    We will write to you using your preferred method; either by our online messaging system or by email and we will:

    • Acknowledge your complaint and the details of how we understand it;
    • Confirm that our formal complaints process has been initiated and provide you with a reference number for your complaint;
    • Provide the name of the person who is handling your complaint; and
    • Enclose a copy of this Policy to ensure that you are fully aware of our complaint process

    If it is possible for us to provide a final response within the initial acknowledgement we will do so. If not, the message or email will either:

    • Request that you provide more information regarding your complaint; or
    • Explain what we will do to resolve your complaint; and
    • Provide an estimate of when we expect to be able to send you our final response or to provide you with an update on the investigation

    We will aim to resolve your complaint within 3 weeks (15 business days) from receipt of your complaint.

    In exceptional circumstances, if we are still unable to give a final response after 3 weeks, we will write to you to:

    • Explain why we are still unable to make a final decision and indicate when you can expect us to do so; and
    • Provide details of how you may refer your complaint to the Financial Ombudsman Service (see below)

    At any stage, we may issue a final response letter which will either:

    1. Accept the complaint and, if appropriate, offer redress;
    2. Offer redress without accepting the complaint; or
    3. Reject the complaint and explain the reasons for doing so

    Additionally, the letter will state that it is our final decision and ask you to reply indicating whether you accept or reject our decision.

  • Financial Ombudsman Service

    If we fail to provide a response to your satisfaction or fail to resolve your complaint with 3 weeks, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter.

    If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

    You can contact the Financial Ombudsman Service in any of the following ways:


    Financial Ombudsman Service
    Exchange Tower
    E14 9SR

    Telephone: 0800 023 4567 or 0300 123 9123

    Email: [email protected]

    Website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm

    You may also find their consumer leaflet with further information at http://www.financialombudsman.org.uk/publications/consumer-leaflet.htm