At Phoenix Payment, we strive to deliver excellent service to all our customers. However, if something goes wrong, we are here to address your concerns quickly and fairly. Below is a step-by-step guide to our complaints handling process:

Step 1: Contact Us

If you have a complaint, the first step is to let us know. You can contact us via:

• Email: phoenixpayments2020@gmail.com
• Phone: 07835239094
• Address: Suite 21 Stanmore Business and Innovation Centre, Howard Road, Stanmore, England, HA7 1BT
• Please provide as much detail as possible about your complaint, including any relevant documentation or references, to help us investigate the issue thoroughly.

Step 2: Investigation and Response

Once we receive your complaint, we will:

• Acknowledge receipt of your complaint within three business days.
• Conduct a thorough investigation by reviewing the details provided and consulting with the relevant teams.
• Keep you informed about the progress of your complaint.

Our aim is to provide a full and fair response within 15 business days. In some exceptional cases, this may take up to 35 business days, but we will keep you updated throughout the process.

Step 3: Resolution

After completing our investigation, we will provide you with a written final response. This will include:

• A summary of your complaint.
• The findings of our investigation.
• Details of any resolution or corrective action, if applicable. If you are satisfied with our response, we will consider the matter resolved.

Step 4: Escalation

If you are not satisfied with our final response or feel the issue remains unresolved, you can escalate your complaint by contacting a senior manager at Phoenix Payments Ltd. We will reassess the matter to ensure it has been handled appropriately.

Step 5: External Mediation

If you remain dissatisfied after our internal escalation process, you may refer your complaint to the Financial Ombudsman Service (FOS). This service provides independent resolution for eligible complainants at no cost.

Contact Details for FOS:

• Website: https://www.financial-ombudsman.org.uk
• Phone: 0800 023 4567 (freephone) or 0300 123 9123 (mobile users)
• Address: Exchange Tower, London, E14 9SR

Record-Keeping:

We maintain a record of all complaints for a minimum of three years in compliance with regulatory requirements.

At Phoenix Payment Ltd, we value your feedback and are committed to resolving any concerns in a professional and timely manner.