Complaints Policy

1.0 Complaints Procedure

PaySii is committed to delivering an efficient and prompt service. We aim to provide professional, courteous, helpful, and informative advice in response to every approach made by our clients. Feedback is very important to us; hence we are always keen to hear the views of the general public, about our performance and service. We acknowledge the fact that, due to circumstances beyond our immediate control, our services may be subject to a few glitches at times. We are keen to hear about such situations since they provide us with an opportunity to put things right and to learn from our mistakes.

Complaints Handled

Dealing with complaints quickly and fairly is a key part of our corporate structure. A few examples of complaints are;

  • 1. Payment delays
  • 2. Payments made in error
  • 3. Displeasure with the manner, in which we respond to enquiries or long response time.
  • 4. Frustration as a result of administrative errors in the course of processing transactions.
  • 5. A denial of a request for information made under the Freedom of Information Act, etc.

When any of these or allied issues happen, we will:

  • 1. Ensure that lodging a complaint is as easy as possible;
  • 2. A case Reference is given to every complaint lodged.
  • 3. All complaints are treated seriously whether it is made in writing by letter, email or by telephone;
  • 4. Deal with it all complaints promptly and politely
  • 5. Learn from complaints using them to improve our service.
  • 6. All complaints are successfully closed, regardless of the nature and time taken.
2.0 How to make a complaint

Complaints can be made in writing by letter, via fax, email or by telephone. Email: info@paysii.com

Tel: +44(0) 2080775464

Address:
Purple Eye Ltd (T/S PaySii)
5, Ensign House, Admirals Way,
London, E14 9XQ,
England
United Kingdom.

3.0 What Happens Next

All complaints received will be treated thoroughly and politely. No complaint will be trivialised in any form or manner. Our aim is to respond to complaints received within 24hrs and close out the issue before or by 15 working days from the date of receipt. If for any reason we are unable to close out the issue within the stipulated time frame, we will advise and keep you posted on developments as they unfold.

Our aim is to successfully resolve whatever issue any customer encounters in the course of dealing with us; however, if you are unhappy with our response, or need further help, you can write to PaySii Complaints officer info@paysii.com that will consider the issues afresh, and try to resolve them.

If, even after this stage, you remain dissatisfied with the response you may wish to contact the Financial Ombudsman Service (FOS) for further advice and guidance. This will not affect your legal rights.

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

4.0 Notifications

Where any notice is required by Our Terms to be given in writing, it must be written in the English language and:
(a) Where it is to be given by you, it must be sent by email to info@paysii.com or by post to

Address:

Purple Eye Ltd (T/S PaySii)
5, Ensign House, Admirals Way,
London, E14 9XQ,
England
United Kingdom.

(b) where it is to be given by us, it must be sent by email to the last email address which we hold for you or by post to the last postal address we hold for you, or to such other email or postal address in the United Kingdom which you tell us to use by notifying us in advance in writing in accordance with the provisions of this clause. Any notice sent by email will be treated by you and us as being received on the first business day coming after the day on which it was sent and any notice sent by post will be treated by you and us as being received on the second business day coming after the day on which it was posted.

5.0 Governing Law

Our agreement with you is governed by English law. We both agree that any dispute, claim or other matter relating to the Service will be dealt with by the English courts only.
Purple Eye Ltd (T/S PaySii) is a company incorporated and licensed under the laws of the United Kingdom, engaged in the business of funds remittance with its Head Office located at;

Address:

Purple Eye Ltd (T/S PaySii)
5, Ensign House, Admirals Way,
London, E14 9XQ,
England
United Kingdom.

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