Complaint Handling Process
Last updated: October 11, 2023
Introduction
At Qiuntex Pay Sp. z o.o., we are dedicated to providing you with top-tier services. However, we understand that sometimes things might not go as expected. If you’re not entirely satisfied, here’s how we handle complaints:
How to Make a Complaint
Written: You can send us an email or a letter detailing your concerns.
Phone: Reach out to our customer service team, and they’ll be happy to help.
In Person: Visit our offices, and one of our representatives will assist you.
Acknowledgment of Your Complaint
Once we receive your complaint, we will send you an acknowledgment. This will include:
- Confirmation of your complaint’s receipt.
- A brief overview of our investigative process.
- An estimated time for when you can expect a detailed response.
Investigating Your Complaint
We take all complaints seriously. Our dedicated Complaints Handling Officer will thoroughly investigate the matter, looking into all relevant information such as documents, recordings, internal communications, and more.
Keeping You Updated
If the investigation takes longer than 15 business days, we will keep you updated on our progress. In some cases, based on the complexity of the issue, investigations might extend up to 8 weeks, consistent with Polish regulations.
Our Response
Once our investigation concludes, we will send you a detailed response. This will include:
The Outcome of Our Investigation
Any actions we plan to take or compensation we intend to offer.
If you’re not satisfied with our response, information on escalating the issue to the Office of the Financial Ombudsman for an independent review.
Commitment to Improvement
We log and review all complaints. This helps us to continuously improve our services and ensure we meet our customers’ expectations.
We value your feedback and appreciate the opportunity to make things right. If you have any further questions or concerns about our complaints process, please don’t hesitate to reach out to our customer service team.
