If possible, immediately raise any issue with a member of our staff. Explain the nature of your problem. They will do their best to help you and will refer your issue to an appropriate person who will attempt to resolve it immediately. If this is not possible, they will document the details of the problem and arrange for you to be contacted by an appropriate Manager.

If it is inappropriate or impractical to raise your problem with a staff member then you may wish to raise a complaint and to contact the Complaints Team direct. Contact may be made by any means you find to be convenient. Please make sure that you provide us the date, name and surname, or entity name, address details and fully explain the nature of your complaint and we will strive to resolve it as soon as possible.

Contact details for the Complaints Team are as follows:

Within 3 (“Three”) business days we will contact you by e-mail:

• Acknowledging your complaint;
• Confirming that our formal complaints process has been initiated and providing you with a reference number for your complaint;
• Providing contact details of the person who is handling your complaint;
• Enclosing a copy of this notice to ensure that you are aware of our complaint process.

If it is possible for us to provide a final response within the initial e-mail then we will do so, if not the email will either:

• Request that you provide further information regarding your complaint; or
• Explain the reason for the delay; or
• Provide an estimate of the time it will take us to reach a final decision.

If we have not given you a final response within 15 (“Fifteen”) business days of receiving your complaint we will contact you by e-mail:

• Explaining why we are not yet able to resolve the complaint;
• Indicating when we will make further contact.

If after a period of 35 (“thirty five”) business days) from receipt of your complaint we are still unable to give a final response, we will contact you by e-mail:

• Explaining why we are still unable to make a final decision and indicating when you can expect us to do so.

In any instance where we have requested additional information or documentation, and this is not returned within one week then the time in excess of one week (five business days) taken for reply will not be included in calculating the timescales referred to above.

Final Response - At whatever stage it is issued our Final Response letter will either:

• Accept the complaint and if appropriate offer redress, or
• Offer redress without accepting the complaint, or
• Reject the complaint and give 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 ArcaPay’s decision.