PAIO Complaints Policy: Your Path to Resolution

1. Initiating Your Complaint

We encourage open communication. Your preferred channels include: Digital Platforms

• Online website complaint submission
• Secure online complaint form
• Direct email communication

When Submitting a Complaint, Please Include:

• 1.1. Your complete contact information
• 1.2. Detailed description of the concern
• 1.3. Relevant transaction or interaction details
• 1.4. Preferred resolution approach
• 1.5. Our Responsive Commitment

Upon receiving your complaint, we pledge:

• Acknowledgement within three business days
• Comprehensive investigation
• Clear, transparent communication
• Timely resolution

Investigation Timelines

Payment-Related Complaints.

• Standard resolution: 15 business days
• Complex scenarios: Up to 35 business days
• Exceptional circumstances: Extended investigation with transparent communication

Non-Payment Complaints

• Typical resolution period: Eight weeks
• Comprehensive review process

Resolution Communication

Our final response will comprehensively outline:

• Detailed investigation summary
• Findings and rationale
• Proposed resolution
• Escalation pathway information

• Refer to Financial Ombudsman Service
• Submit within six months of our final response
• No cost for this independent review

Financial Ombudsman Service Contact:

Website: www.financial-ombudsman.org.uk

Postal Address: Exchange Tower, London E14 9SR

Helpline: 0800 023 4567

Regulatory Compliance

This policy aligns with:

• Financial Conduct Authority regulations
• Consumer Rights Act 2015
• Alternative Dispute Resolution Regulations

Our Continuous Improvement

We view each complaint as an opportunity to:

• Enhance service quality
• Refine operational processes
• Demonstrate our commitment to excellence

We guarantee:

• Sensitive handling of your complaint
• Professional and respectful communication
• Complete confidentiality

Your Feedback Matters

We appreciate your trust and the opportunity to improve our services.