Complaints Policy

Intro

At VirSymPay, we strive to provide the highest quality financial technology services to our customers. However, we understand that there may be times when our customers are dissatisfied with our services or have a complaint. This policy sets out the steps that customers can take to make a complaint and the process that we will follow to address and resolve any complaints.

Definition of a Complaint

A complaint is defined as any expression of dissatisfaction that a customer may have about the quality of our service or the conduct of our staff.

How to Make a Complaint

Customers can make a complaint by contacting us through our customer service channels, which includes email, phone, or postal mail. We will acknowledge the complaint within 48 hours and provide an estimated time frame for resolving the issue.

Complaint Investigation

Once we receive a complaint, we will investigate the issue promptly and thoroughly. We will communicate with the customer to gather any additional information we need to properly investigate the complaint. We will aim to resolve the complaint within 14 days, but this may be extended if the complaint is particularly complex.

Resolution of Complaint

Once we have completed our investigation, we will inform the customer of our findings and proposed resolution. If the customer is not satisfied with the proposed resolution, we will provide information on any further options available to the customer, including escalating the complaint to our management team.

Escalation of Complaint

If a customer is not satisfied with the proposed resolution or the handling of their complaint, they can escalate the complaint to our management team. The customer can do this by contacting us via email or postal mail. The management team will acknowledge receipt of the complaint within 48 hours and provide an estimated time frame for resolving the issue.

Final Resolution of Complaint

We will aim to resolve any escalated complaints within 14 days. If we are unable to resolve the complaint within this timeframe, we will provide regular updates to the customer until a resolution is reached.

Record Keeping

We will maintain accurate records of all complaints received and actions taken to resolve them. This information will be used to identify any trends or systemic issues that need to be addressed to improve our services.

Communication

Throughout the complaint resolution process, we will communicate with the customer in a timely and professional manner, providing regular updates on the progress of the complaint.

Contact Us

If you have any questions or concerns about this Complaint Policy,
please contact us.

Disclaimer

Please note that our services are provided on an "as is" basis, and we do not make any representations or warranties, express or implied, about the suitability, reliability, availability, timeliness, or accuracy of our services. We will make every effort to address any complaints and resolve issues in a timely and satisfactory manner, but we cannot guarantee a resolution or a specific outcome.

We are committed to providing the highest level of customer service, and we take all complaints seriously. We encourage our customers to provide feedback on our services, and we will use this feedback to continuously improve our processes and services.