"We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. [Provide key complaints information such as Client’s own contact email address and phone number, plus response times]. We work with Currencycloud, who ultimately provides you with regulated Payments and E-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated Payments and E-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your Payments and E-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here.

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Paytrex Payment Solutions Complaints Handling Policy and Complaints Register
Effective Date: 01/09/2023

1. Introduction
At Paytrex., we are committed to providing exceptional financial services to our clients. We understand that, despite our best efforts, there may be occasions when clients are dissatisfied with our services or wish to raise concerns. We value all feedback and consider complaints an opportunity to improve our services. This document outlines our Complaints Handling Policy and the procedures for maintaining a Complaints Register.

2. Purpose
The purpose of this policy is to establish a structured approach for handling and resolving complaints from clients and to maintain a comprehensive Complaints Register. This policy aims to ensure that complaints are dealt with fairly, promptly, and consistently, with the ultimate goal of enhancing client satisfaction.

3. Definitions
• Complaint: A complaint is defined as any expression of dissatisfaction from a client, whether oral or written, related to the services provided by [Company Name].
• Complainant: A complainant is the client or their authorized representative who makes a complaint.

4. Principles of Complaint Handling
We are committed to handling complaints in line with the following principles:
4.1 Fairness: All complaints will be treated impartially and without bias.
4.2 Accessibility: We will ensure that the complaints process is accessible to all clients, including those with disabilities.
4.3 Responsiveness: We will acknowledge complaints promptly and provide regular updates throughout the resolution process.
4.4 Confidentiality: All complaints will be treated confidentially, with information disclosed only to those directly involved in the resolution process.
4.5 Accountability: We will assign responsibility for complaint resolution to appropriate staff members and ensure that they have the necessary skills and training.

5. Complaint Handling Procedure
5.1 Receipt of Complaints:
• Clients can submit complaints via email, letter, phone, or in person.
• All complaints received will be logged in the Complaints Register.
5.2 Acknowledgment:
• We will acknowledge receipt of the complaint within 7 business days.
5.3 Investigation and Resolution:
• The complaint will be investigated promptly and thoroughly.
• We will aim to resolve the complaint within 30 business days.
• If a resolution cannot be achieved within this timeframe, we will provide regular updates to the complainant.
5.4 Communication:
• We will communicate the resolution to the complainant in writing.
• If the complainant remains dissatisfied, they will be informed of their right to escalate the matter externally, such as to a regulatory authority.

6. Complaints Register
6.1 Maintenance:
• A dedicated Complaints Register will be maintained to record all complaints.
• The register will include details such as the complainant's name, contact information, nature of the complaint, dates of receipt and resolution, and any actions taken.
6.2 Reporting:
• Regular reports on complaint statistics will be generated and reviewed by senior management to identify trends and areas for improvement.

7. Review and Continuous Improvement
This Complaints Handling Policy and Complaints Register will be reviewed periodically to ensure its effectiveness and compliance with regulatory requirements. Feedback from complaints and insights gained from the register will be used to enhance our services and prevent future complaints.

8. Conclusion
Paytrex is committed to maintaining a high standard of service and addressing client concerns promptly and fairly. This Complaints Handling Policy and Complaints Register demonstrate our dedication to transparency, accountability, and continuous improvement in our client interactions.

For any inquiries or to file a complaint, please contact:
Paytrex Payment Solutions
Address: One Oaks Court, Borehamwood, WD6-1GS
Contact Number: 0203 478 2199
Email: info@paytrex.co.uk