Complaints Handling Process
Payhound Limited is committed to deliver high-quality service to all of its clients. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders.
Costs
Payhound does not charge clients for lodging a complaint.
Who to contact
If you are unhappy with any aspect of the service which you have received, kindly raise your issue immediately with the Support Team who will be happy to assist. Complaints can be raised by:
- Sending an email Compliance Department on: [email protected]; or
- Writing to us at the company’s business address at: Payhound Limited, Level 0A, Centris Business Gateway II, Triq is-Salib tal-Imriehel, Zone 3 Central Business District, CBD 3020, Birkirkara, Malta
What Information to include when lodging a complaint
When making a complaint, it is requested to briefly set out all of the facts regarding the issue and provide the following information:
- Name, identification number and contact details;
- Copies of any documentation supporting the complaint.
Formal Complaints Procedure
Upon receipt of a complaint, unless your complaint can be resolved immediately, we shall send a written acknowledgement to you within two (2) working days from the date of receipt of the complaint. Where an electronic complaint form is filed, we will provide you with a copy of the complaint, and inform you that your complaint will be treated in accordance with our Complaints handling process and Company's Privacy Policy by providing the link to both.
Where a complaint is made orally, the we shall make a summary of the complaint and request that you confirm in writing the said summary.
A member of our Compliance Team will endeavor to resolve any complaint promptly within fifteen (15) days from when the complaint was received by us. If more time is required for our investigations, we will notify you accordingly on the cause of delay and provide you with an indication of when the solution is likely to be provided. Where a complaint is considered unclear or incomplete, we may request additional information or evidence necessary to properly handle the complaint received.
We will send you a final decision in writing, detailing actions taken to resolve the matter.
If you are not satisfied with the resolution of the complaint, you may refer your complaint to the Office of the Arbiter for Financial Services as established under the Arbiter for Financial Services Act.
Information and personal data provided when lodging a complaint, shall be treated in accordance with our Privacy Policy.