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VouWallet Documentation
Procedure for Handling Complaints
Introduction
TECTRIX SERVICE DMCC (“VouWallet”, “Company”, “we”, “our”) operates under the VouWallet brand. VouWallet operates the licensed technical platform to provide Services to Clients.
Interpretation of Terms
Unless indicated otherwise, the terms included in this Complaints Handling Procedure shall have a specific meaning and may be used in the singular or plural as appropriate. VouWallet Client (or “Client”) shall have the same meaning as the “Client” referred to in the Company’s User (Client) Agreements, as amended from time to time.
Scope of the Complaints Handling Procedure
The Complaints Handling Procedure (the “Procedure”) sets out the processes followed by the Company when dealing with complaints received by Clients.
VouWallet aims at responding to the requirements of its Clients, with integrity and a high level of service. If you wish, you may contact us to submit any complaints/suggestions that you may have.
Defining Complaints
A complainant is defined as any person, natural or legal, which is eligible for lodging a complaint to the Company and who has already lodged a complaint.
A complaint is defined as any oral or written (whether received by letter, fax, e-mail, or other electronic means), expression of dissatisfaction, whether justified or not, from, or on behalf of, a client or potential client about the provision of, or failure to provide, a service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.
Non-trivial complaints include complaints that involve allegations of a breach of law or regulation, negligence, serious breach of an obligation, a conflict of interest or a leak of confidential or price sensitive information.
A complaint shall include:
VouWallet may, at its discretion, refuse to handle a complaint if requirements contained in this section are not fulfilled.
The Procedure
All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department. If the Client receives a response from the Customer Support Department but deems that the complaint needs to be raised further, the Client may ask the Customer Support Department to escalate it to the Compliance Department or directly contact the Compliance Department.
Both the Customer Support Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any information contained within the books and records of the Institution, including but not limited to the Client’s e-wallet journal) and reach a fair outcome.
Both the Customer Support Department and the Compliance Department shall: o Send an initial response to the Client within fifteen (15) working days of receipt of a complaint; If it is considered that more time is required for the examination of your complaint, the Customer Support Department will acknowledge receipt of your complaint within the time limit set above and will reply to it within one month from the date of receipt thereof
Further Information
Questions regarding this Procedure should be addressed, in the first instance, to the Customer Service Department.
Contacts
Customer Support Department
TECTRIX SERVICE DMCC (“VouWallet”, “Company”, “we”, “our”) operates under the VouWallet brand. VouWallet operates the licensed technical platform to provide Services to Clients.
Interpretation of Terms
Unless indicated otherwise, the terms included in this Complaints Handling Procedure shall have a specific meaning and may be used in the singular or plural as appropriate. VouWallet Client (or “Client”) shall have the same meaning as the “Client” referred to in the Company’s User (Client) Agreements, as amended from time to time.
Scope of the Complaints Handling Procedure
The Complaints Handling Procedure (the “Procedure”) sets out the processes followed by the Company when dealing with complaints received by Clients.
VouWallet aims at responding to the requirements of its Clients, with integrity and a high level of service. If you wish, you may contact us to submit any complaints/suggestions that you may have.
Defining Complaints
A complainant is defined as any person, natural or legal, which is eligible for lodging a complaint to the Company and who has already lodged a complaint.
A complaint is defined as any oral or written (whether received by letter, fax, e-mail, or other electronic means), expression of dissatisfaction, whether justified or not, from, or on behalf of, a client or potential client about the provision of, or failure to provide, a service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.
Non-trivial complaints include complaints that involve allegations of a breach of law or regulation, negligence, serious breach of an obligation, a conflict of interest or a leak of confidential or price sensitive information.
A complaint shall include:
- The Client’s name and surname
- The Client’s e-wallet account number
- The affected transaction numbers (if applicable)
- The date and time that the issue arose
- A description of the issue
VouWallet may, at its discretion, refuse to handle a complaint if requirements contained in this section are not fulfilled.
The Procedure
All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department. If the Client receives a response from the Customer Support Department but deems that the complaint needs to be raised further, the Client may ask the Customer Support Department to escalate it to the Compliance Department or directly contact the Compliance Department.
Both the Customer Support Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any information contained within the books and records of the Institution, including but not limited to the Client’s e-wallet journal) and reach a fair outcome.
Both the Customer Support Department and the Compliance Department shall: o Send an initial response to the Client within fifteen (15) working days of receipt of a complaint; If it is considered that more time is required for the examination of your complaint, the Customer Support Department will acknowledge receipt of your complaint within the time limit set above and will reply to it within one month from the date of receipt thereof
- Resolve complaints as soon as reasonably practicable
- Inform the client accordingly.
Further Information
Questions regarding this Procedure should be addressed, in the first instance, to the Customer Service Department.
Contacts
Customer Support Department
- E-mail: support@vouwallet.io
- E-mail: support@vouwallet.io
