Complaints Management

At Maayan Payments LTD, we are committed to providing our customers with high standards of service and products. We take all complaints seriously and aim to resolve them promptly and fairly.

Maayan Payments LTD strives to build long term relationships with its customers by supporting them at any time takes complaints seriously.

What is a Complaint?

A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, relating to our products, services, or the handling of a transaction.

How to Make a Complaint?

If you are dissatisfied with the products or services we have provided we want you to let us know so we can put things right.

If you have a complaint, please contact Us at complaints@maayanpayments.com

To make sure we are able to resolve your concerns quickly and accurately please provide the following information when making your complaint:

• Your business name and contact details;
• A description of your complaint and the impact it has had;
• Any relevant account or transaction details;
• Copies of any documentation which will help us understand the issue.

We aim to resolve your concerns as quickly as possible. We will investigate your complaint fairly, consistently and promptly and will send you a written response once we have completed our investigation.

We may ask you for more information or documentation to assist us in investigating the complaint. Any delay or refusal to provide information or documentation may result in a delay or in us being unable to resolve the complaint effectively.

Our Complaint Handling Process

1. Acknowledgment: We will acknowledge your complaint within 5 working days of receipt and provide a copy of this complaints policy if requested.
2. Investigation: We will investigate your complaint fairly, consistently, and promptly. We may ask you for additional information or documentation to assist with our investigation.
3. Resolution: We aim to resolve your complaint within 15 working days. If we cannot resolve it within this time, we will keep you informed of the progress and provide a final response within 35 working days.

Escalation and Referral to the Financial Ombudsman Service (FSO)

If you are not satisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS) within 6 months of receiving our final response. The FOS is a free and independent service for resolving disputes between financial firms and their customers. You can contact the FOS at:

• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567 (free from UK landlines and mobiles)
• Email: complaint.info@financial-ombudsman.org.uk
• Postal Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Vulnerable Customers

We recognize that some customers may be vulnerable due to their personal circumstances. If you require additional support when making a complaint, please let us know, and we will do our best to assist you.

Record-Keeping

We maintain detailed records of all complaints to ensure we learn from feedback and improve our services. Complaints data is reported in our annual financial statements in line with FCA requirements.

Commitment to Continuous Improvement

To ensure we maintain high standards in complaint handling, we:

• Conduct regular reviews of complaint data to identify trends and areas for improvement.
• Train staff on FCA complaint handling requirements and best practices.
• Monitor feedback to enhance our products and services.