Complaints

Last update: 27.08.2024

1. Introduction

At HenriPay, we are committed to providing a high standard of service to our users. We take complaints seriously and aim to resolve any issues or concerns you may have in a timely and satisfactory manner. This Complaints Policy outlines the process for submitting a complaint and how we will handle it.

2. How to Submit a Complaint

If you are unhappy with any aspect of our service, you can submit a complaint by contacting us at complaints@henripay.com or submit your complaint through the complaint form. Please provide as much detail as possible about your complaint, including your name, contact information, and a description of the issue.

3. Complaint Handling Process

Upon receiving your complaint, we will acknowledge it within 5 business days. We will then investigate the matter thoroughly and aim to provide you with a resolution within 25 business days. If your complaint requires more time to resolve, we will keep you informed of the progress and provide an estimated timeframe for resolution.

4. Resolution

Once our investigation is complete, we will inform you of the outcome and any actions we have taken to resolve your complaint. If you are satisfied with the resolution, we will consider the matter closed. If you are not satisfied, you may request further review.

5. Escalation

If you are not satisfied with the initial response to your complaint, you can request that your complaint be escalated to a senior member of our team. Please contact us at complaints@henripay.com to request escalation.

6. Record Keeping

We will keep a record of your complaint and all communications related to it for a minimum of 5 years. This helps us improve our services and ensures that we can track and manage complaints effectively.

7. Contact Information

For any questions or further information about this Complaints Policy, please contact us at complaints@henripay.com