Complaints Escalation Process
This article will outline our Complaints Escalation Process.
Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. While we will always aim to provide you excellent customer service, we recognise that you may wish to express dissatisfaction with our products, services, staff or procedures.
During the course of your complaint, we will aim to tailor any proposed resolutions to provide a fair and reasonable outcome to all parties involved.
Please follow the steps below to raise and escalate your complaint. In the event that you require assistance with making a complaint, our staff at each stage of the process will be more than happy to assist. If you believe your complaint is urgent, please refer to the urgent complaints section.
Step 1: First contact
For initial information, please visit our Help Centre which contains useful information and provides a link to contact us directly.
To begin any complaint, please contact PayByPhone via email on firstname.lastname@example.org
First contacts will be addressed by a Customer Support Representative (CSR). A CSR is empowered to resolve issues and first level complaints and make fair and reasonable customer service decisions.
You will receive acknowledgement of your complaint (including a ticket number) within 2 business days if you make your complaint via email.
Step 2: Escalating your complaint
If a CSR is not able resolve a complaint, they can escalate it to a Senior Customer Support representative (SCSR). In order to ensure that we’re able to address your query effectively, you’ll need to provide us with:
- A preferred telephone number and/or email address or that you can be reached on during the day
- If you haven’t provided it yet, your vehicle registration number
The SCSR will review the dispute and attempt to resolve the complaint.
If a SCSR is unable to resolve a complaint to your satisfaction, you can request that they escalate your complaint further to the Director, Customer Support.
We aim to resolve all complaints within 5 business days from the date of initial lodgement.
Complex problems, or those which have been escalated beyond the SCSR will be resolved within 45 business days. For further details on our dispute resolution terms please visit our Terms & Conditions page https://www.paybyphone.co.uk/about/terms-conditions
We will contact you directly to advise and discuss a new timeframe in the event that a resolution may fall outside these timeframes.
You can check up on the progress of your complaint at any time by emailing us on email@example.com quoting your ticket number.