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How to make a Complaint
At Sonali Pay UK Limited, (hereafter “SonaliPay”) we always aim to provide you with the highest standards of service – both through our products and Customer Support team, who are always on hand to help you with your enquiries. However, we do understand that there may be rare occasions when our service has not met with your expectations.
If this is the case, we wish to extend our sincerest apologies and remain committed to righting the situation with you wherever possible.
Below contains details of our complaint’s procedure, and your rights as a consumer. The procedure has been designed in line with the recommendations and requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
Although you have the right to make a complaint orally, for the purposes of a clear understanding of the issues at hand, we always recommend you submit your complaint by email or letter or call, clearly detailing your account number or the payment order number in question.
Please outline fully the nature of your dissatisfaction or complaint, and your complaint will be escalated to the correct individual or department.
All of our Customer Support team receive training in complaints handling and are aware of our internal escalation procedures.
When you make a complaint:
Please ensure you provide the following information to help us investigate your complaint:
How to report the complaint?
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Phone: |
+44 (0) 207 877 8222 |
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Write: |
Complaints Department |
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Email: |
How your complaint will be handled?
We will take your complaint seriously and attempt to resolve it as quickly as possible. If for any reason we can't resolve the complaint straight away, we will follow the procedure below:
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Acknowledgement |
SonaliPay will send you a prompt written acknowledgement providing early reassurance that it has received the complaint and detailing who is dealing with it. SonaliPay will investigate immediately after receiving your complaint and will respond within a reasonable period of time. |
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Progress Update |
In most cases your complaint should be resolved within 15 business days. If additional time is needed for reasons beyond our control, SonaliPay will inform you indicating the reasons and specifying a final deadline, which will not exceed 35 business days where possible. SonaliPay may request further information or documents from you that may help expedite the investigation. |
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Final Response |
Upon completion of the investigation, SonaliPay will communicate the final decision via your preferred method (email or post), unless the regulation requires any specific method of communication. |
If you are not satisfied with our final response, you can seek further help from the Financial Ombudsman:
The Financial Ombudsman Service, Exchange Tower, Harbor Exchange, London E14 9SR
or send email to complaint.info@financial-ombudsman.org.uk;
or dial 0800 023 4567 or 0300 1239 123 (Between 8am and 8pm from Mon to Fri, Sat 9am to 1pm) or (from outside the UK) +44 20 7964 0500.
Visit: www.financial-ombudsman.org.uk
For a copy of our leaflet about the Financial Ombudsman Service, call us on +44 (0) 207 877 8222.
Do you need this information another way?
For Braille or large print format, call our Helpdesk on +44 (0) 207 877 8222
