As a customer, you have the right to make a complaint if you are not satisfied with the products or services that you have received. This document provides clear guidance and procedures for making a complaint as a customer.

Procedures

Identify the Issue

Before making a complaint, it is important to identify the issue that you wish to address. This can include, but is not limited to, a defective product, poor customer service, or billing errors.

Contact Customer Support

1. Customers who wish to make a complaint should contact the customer support team as soon as possible. This can be done through the organization's in-app chat, website, https://payowl.com/support or email, help@payowl.com. The customer support team will guide you through the next steps and help you address your complaint.

2. Once we have received your complaint, we will acknowledge this via email, indicated by the customer. We will then investigate all the details of your complaint, and issue our response within a couple of days, but this can take up to 15 business days.

Provide Details of the Complaint

When making a complaint, customers should provide as much detail as possible. This includes, but is not limited to, the nature of the complaint, the specific product or service involved, supporting documentation or evidence, and any other relevant information.

Escalate the Complaint

If the customer is not satisfied with the response from the customer support team, they may escalate the complaint to a supervisor or manager. The organization should have a clearly defined escalation process in place for handling customer complaints.

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Seek Resolution

The organization will investigate the complaint and seek a resolution that is satisfactory to the customer. Customers should cooperate with the investigation by providing any additional information or evidence that may be required.

Follow Up

After making a complaint, customers should follow up with the customer support team to ensure that the matter is resolved satisfactorily. If the customer is not satisfied with the outcome, they can escalate the matter to the appropriate authority.

If you are not happy with our resolution you can refer your complaint to the Financial Ombudsman Service.

Conclusion

As a customer, you have the right to make a complaint if you are not satisfied with the products or services that you have received. This document provides clear guidance and procedures for making a complaint, seeking resolution, and escalating the matter if necessary. If you have a complaint, please follow the procedure outlined in this document to address it promptly.