Complaints

Last update: 23 October 2024

1. INTRODUCTION

1.1 At HenriPay, we are committed to providing high-quality services/products to all our customers. We value feedback and take complaints seriously to improve our standards and ensure customer satisfaction. This policy outlines the procedures for handling customer complaints.

2. SCOPE

2.1 This policy applies to all customers who are dissatisfied with any aspect of our services/products and wish to make a complaint.

3. DEFINITION COMPLAINT

3.1 A complaint is an expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by HenriPay or its employees.

4. HOW TO MAKE A COMPLAINT

4.1 Customers can make a complaint in the following ways:

5. INFORMATION TO PROVIDE

5.1 To help us resolve your complaint promptly, please provide the following information:

  • Your full name and contact details
  • Details of the product/service you are complaining about
  • A clear description of your complaint
  • Any relevant documents or evidence supporting your complaint
  • What you would like us to do to resolve your complaint

6. COMPLAINTS HANDLING PROCESS

6.1 The process for handling your complaint will be as follows:

  • Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
  • Investigation: Our team will investigate your complaint thoroughly. This may involve further information requests to you, reviewing relevant documents, speaking to staff involved, and gathering additional information.
  • Resolution: We aim to resolve all complaints within 15 business days after receipt of the complaint, in line with TPL policy. If the investigation requires more time, we will inform you of the delay and provide a new resolution timeframe, which should not exceed an additional 20 business days, making a total of 35 business days as the regulatory maximum.
  • Response: We will provide you with a written response (by email) outlining the outcome of the investigation and any actions taken to resolve your complaint.

6.2 Due to the confidential, privacy and business-sensitive nature of the investigation, we cannot provide you with details of the investigation (including the investigation report).

7. ESCALATION

7.1 If you are not satisfied with our final response, which must be provided within 35 business days of receiving your complaint, you may escalate the complaint directly to Transact Pay at:

7.2 If, after escalating to Transact Pay, the complaint remains unresolved, you can further escalate the complaint to the relevant regulatory authorities as follows:

  • Malta Financial Services Authority (MFSA): For complaints within the EU, you can escalate to the MFSA for further review.
  • Office of the Arbiter for Financial Services (OAFS): If you are based in Malta, you can submit your complaint for an independent review by the OAFS. You can submit your complaint online at www.financialarbiter.org.mt.

8. CONFIDENTIALITY

8.1 All complaints will be handled with strict confidentiality, and information will only be disclosed to those involved in the investigation and resolution process.

9. CONTINUOUS IMPROVEMENT

9.1 We monitor and review complaints regularly to identify trends and areas for improvement. Your feedback helps us enhance our services and customer experience.

10. CONTACT US

10.1 For any questions regarding this policy or to make a complaint, please contact us at:

11. POLICY REVIEW

11.1 This Complaints Policy will be reviewed annually to ensure its effectiveness and compliance with legal requirements.

Complaint form

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