Introduction

At Income Group, it is important to us that our Partner/Client are satisfied with the services we provide.  Income Group is committed to hearing Partner’s/Client’s suggestions and resolving any complaints Partner/Client may have in an efficient and fair manner.  Income Group’s Complaints Management Policy & Procedures have been developed in accordance with best practices.  This process ensures that all complaints are handled efficiently.

Definition

A complaint is any verbal or written expression of dissatisfaction about the provision or failure to provide, a payment service.

Purpose

To provide a means of responding to complaints in a timely manner, ensuring necessary action is taken to resolve the Partner’s/Client’s issue to their satisfaction and prevent future recurrence.  A complaint is considered resolved when the Partner/Client acknowledges resolution or acknowledges that Income Group cannot assist further.

Scope

In scope are all written complaints received from external Partner/Client, or their authorised representative. Whilst Income Group will offer the Partner/Client the opportunity to raise a verbal complaint, the complaint should also be submitted as a written complaint.

Responsibility

Income Group will investigate all complaints about the company, its employees, quality of service or any other allegation of dissatisfaction and respond within the agreed service level. A complaint is considered resolved when the Partner/Client acknowledges resolution or acknowledges that Income Group cannot do more.

Service Level

We will acknowledge a Partner/Client complaint within 5 working days and provide a primary contact name, who the Partner/Client may direct related queries to until the matter is resolved or cannot be processed further.  For most complaints about payment services, we will resolve your complaint within 15 days. In exceptional circumstances, we may take up to 35 days, but we will respond within 15 days to tell the Partner/Client when we will reply fully.

If the Partner/Client is covered by the Consumer Credit Act or the Financial Conduct Authority Dispute Resolution Handbook, we will also provide a link to the Financial Ombudsman Services’ leaflet on Complaints, which can also be found on Income Group’s website.

Complaint Contacts

If you have any questions or would like to raise any issues concerning your agreement with us, simply contact our Complaints Officer by:

Phone: +44 (0) 151 705 8600

Email: complaints@incomegroup.co.uk

Mail: Income Group Ltd, BizSpace Business Centre, Hooton Road, Hooton, Cheshire, CH66 7NZ

Additional Information – Financial Ombudsman Services

Customers may be eligible to access the Financial Ombudsman Services (FOS) for alternative redress or for mediation if they are not satisfied with Income Group’s final response or if Income Group have not provided a final response within 40 working days.

Customers can find more information on the eligibility and circumstances of when a complaint can be brought to the attention of the FOS online at www.financial-ombudsman.org.uk or by phoning 0800 023 4567 or 0300 123 9123.